2025-07-30_andy_feedback_and_process_review_3ed66b5c

Meeting Title: Andy Feedback and Process Review Date: 2025-07-30 Meeting participants: read.ai meeting notes, ShannonMartinez, Deborah Jones, Amber Lin, April, Martha Rubio, JanieceGarcia

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1 00:01:47.690 ⇒ 00:01:48.690 ShannonMartinez: Hi, honey!

2 00:01:49.210 ⇒ 00:01:50.950 Deborah Jones: Hi! How you doing.

3 00:01:51.430 ⇒ 00:01:52.060 ShannonMartinez: Good.

4 00:01:53.100 ⇒ 00:01:54.360 Deborah Jones: How’s it going.

5 00:01:54.420 ⇒ 00:01:56.959 ShannonMartinez: Going good! How are you.

6 00:01:57.280 ⇒ 00:01:58.280 Deborah Jones: Okay.

7 00:02:00.710 ⇒ 00:02:06.490 Deborah Jones: I asked AI. I asked Andy a whole lot of questions. Andy’s got some things that we gotta work on.

8 00:02:06.780 ⇒ 00:02:11.510 ShannonMartinez: Good. I’m glad that we’re gonna be talking about it in this meeting. Both show.

9 00:02:12.480 ⇒ 00:02:13.850 Amber Lin: Hi! There!

10 00:02:14.230 ⇒ 00:02:16.270 Deborah Jones: Hey? How you doing, Amber?

11 00:02:16.530 ⇒ 00:02:17.390 Deborah Jones: How’s it going.

12 00:02:17.390 ⇒ 00:02:19.439 Amber Lin: Good. I’m doing good. Nice!

13 00:02:19.770 ⇒ 00:02:21.210 Amber Lin: You ain’t gonna do it for us.

14 00:02:21.210 ⇒ 00:02:22.749 Deborah Jones: You, too. How’s Callie?

15 00:02:24.870 ⇒ 00:02:30.619 Amber Lin: Oh, it is really nice! I bet it’s so hot down in Texas right now.

16 00:02:30.740 ⇒ 00:02:31.520 Deborah Jones: Well.

17 00:02:31.800 ⇒ 00:02:40.859 Deborah Jones: actually, this morning was kinda cool. It was pretty nice this morning. It wasn’t. It wasn’t overbearing, you know. But yeah.

18 00:02:40.860 ⇒ 00:02:41.820 Amber Lin: I know.

19 00:02:42.380 ⇒ 00:02:45.340 Deborah Jones: But how you doing you doing okay? Otherwise.

20 00:02:45.340 ⇒ 00:02:47.250 ShannonMartinez: Going going on mute for just a second.

21 00:02:47.570 ⇒ 00:02:48.065 Deborah Jones: Okay,

22 00:02:49.830 ⇒ 00:02:55.479 Amber Lin: Okay, yeah, I’m doing pretty good. Are you working from home today?

23 00:02:55.680 ⇒ 00:03:03.569 Deborah Jones: Yes, yeah. You see, my, what you call hopefully, nobody comes in the room. So while I’m in there working, yeah.

24 00:03:03.810 ⇒ 00:03:04.750 Deborah Jones: yeah.

25 00:03:05.010 ⇒ 00:03:08.170 Deborah Jones: Yeah. So yeah, what you been up to.

26 00:03:09.140 ⇒ 00:03:11.560 Amber Lin: Oh, 20! 0, I’ve been.

27 00:03:14.540 ⇒ 00:03:15.800 Deborah Jones: I’m sorry I didn’t catch that.

28 00:03:15.800 ⇒ 00:03:17.749 Amber Lin: I didn’t hear that code.

29 00:03:18.270 ⇒ 00:03:19.470 Deborah Jones: Huh! You you’re.

30 00:03:19.470 ⇒ 00:03:23.000 Amber Lin: I’m dealing with pretty pretty bad Internet.

31 00:03:23.000 ⇒ 00:03:28.793 Deborah Jones: Yeah. Oh, okay, okay. Cause I’m like, is that me? Or is that you? Okay?

32 00:03:29.890 ⇒ 00:03:31.769 Amber Lin: Okay. Well, as long as we.

33 00:03:31.770 ⇒ 00:03:33.700 Amber Lin: So I just turned my.

34 00:03:38.350 ⇒ 00:03:38.940 Deborah Jones: Okay.

35 00:03:39.890 ⇒ 00:03:47.900 Deborah Jones: I think there’s some other people they may be on calls they probably forgot. I wonder if they forgot, because I think there’s some other people that are supposed to be joining

36 00:03:48.150 ⇒ 00:03:49.080 Deborah Jones: so.

37 00:03:49.920 ⇒ 00:03:51.620 Amber Lin: Okay. Oh.

38 00:03:53.420 ⇒ 00:03:56.255 Deborah Jones: Oh, yeah, you. Oh, yeah, yeah, Internet’s going.

39 00:04:02.860 ⇒ 00:04:06.380 Deborah Jones: Hello, dog dog sitting over there.

40 00:04:06.580 ⇒ 00:04:11.589 Deborah Jones: She thinks she coming to hang out with me, but she just laying there, she good.

41 00:04:12.490 ⇒ 00:04:13.510 Deborah Jones: Yeah.

42 00:04:19.670 ⇒ 00:04:21.760 Deborah Jones: Okay, I think April’s there, hey? April.

43 00:04:21.980 ⇒ 00:04:23.440 April: Hi! There!

44 00:04:23.440 ⇒ 00:04:25.029 Deborah Jones: Long time, no see stranger, danger.

45 00:04:25.180 ⇒ 00:04:28.900 April: Oh, my goodness! I know life is pulling me everywhere.

46 00:04:28.900 ⇒ 00:04:29.800 Deborah Jones: Busy. Yeah.

47 00:04:29.800 ⇒ 00:04:30.360 April: Life is.

48 00:04:30.360 ⇒ 00:04:30.730 Deborah Jones: I.

49 00:04:30.730 ⇒ 00:04:32.000 April: Everywhere.

50 00:04:32.000 ⇒ 00:04:35.120 Deborah Jones: I didn’t get a chance to ask you. How was that drop off?

51 00:04:35.360 ⇒ 00:04:50.455 April: Oh, it was! It was emotional. I was a cry, baby! I was a big crybaby, and then I was a crybaby again, because I just dropped off my daughter to camp, so not only has my son been gone all weekend now my daughter is gone for the rest of the summer.

52 00:04:50.740 ⇒ 00:04:52.300 Deborah Jones: Oh oh no!

53 00:04:52.300 ⇒ 00:04:59.529 April: And and those 2 I call them my security blankets, cause they’ve always been there. So you know, it’s just me adjusting. It’s me adjusting.

54 00:04:59.992 ⇒ 00:05:01.379 Deborah Jones: Okay. I’ve been.

55 00:05:01.380 ⇒ 00:05:04.859 April: Finding time for puzzles and things like that. So.

56 00:05:04.860 ⇒ 00:05:12.030 Deborah Jones: That you didn’t know you wanted to do. But you know, or you you know, you actually didn’t have the time to do. Let’s put it like that.

57 00:05:12.030 ⇒ 00:05:14.120 April: There you go. Yes, ma’am. Yes, ma’am.

58 00:05:14.120 ⇒ 00:05:17.120 Deborah Jones: Yeah, okay. Okay. Yeah.

59 00:05:17.120 ⇒ 00:05:19.350 April: How was your vacation cause? I know I’ll make sure.

60 00:05:19.350 ⇒ 00:05:20.500 April: Vacation for a little bit.

61 00:05:20.640 ⇒ 00:05:22.680 Deborah Jones: Oh, girl, please! I needed that. Who I needed.

62 00:05:22.680 ⇒ 00:05:23.400 April: Joint.

63 00:05:23.790 ⇒ 00:05:26.490 Deborah Jones: You know how sometimes you need to break. You gotta refresh.

64 00:05:26.550 ⇒ 00:05:27.130 April: Yes.

65 00:05:27.130 ⇒ 00:05:28.370 Deborah Jones: Come back with a.

66 00:05:28.580 ⇒ 00:05:29.040 April: Yes.

67 00:05:29.040 ⇒ 00:05:32.009 Deborah Jones: You know. Clear your head. Clear your mind, girl, please. Yeah.

68 00:05:32.010 ⇒ 00:05:38.419 April: Yes, ma’am. Well, I am glad that you enjoyed it, and it is beautiful to always see you.

69 00:05:38.420 ⇒ 00:05:42.950 Deborah Jones: Yeah, I’ve been sitting up here messing with your darn call list.

70 00:05:43.720 ⇒ 00:05:44.359 Deborah Jones: It’s like, Okay.

71 00:05:45.420 ⇒ 00:05:48.679 April: I’m trying to get through it to myself. Don’t worry. I’m getting.

72 00:05:49.060 ⇒ 00:05:54.839 ShannonMartinez: Get it, ladies get it, ladies, I know Martha is struggling to. We’re used to Google.

73 00:05:55.164 ⇒ 00:05:56.139 April: And so she’s.

74 00:05:56.140 ⇒ 00:06:01.400 ShannonMartinez: Struggling to open the browser. I may have to hop on virtually with her.

75 00:06:03.039 ⇒ 00:06:06.549 ShannonMartinez: Actually, I think we’re making progress. She’s trying to get in.

76 00:06:06.550 ⇒ 00:06:09.629 Deborah Jones: Oh, I think she’s got to put her name in.

77 00:06:09.630 ⇒ 00:06:10.220 Amber Lin: Today.

78 00:06:10.620 ⇒ 00:06:13.619 Deborah Jones: I think she’s got to put her name in there, too, and stuff like that.

79 00:06:13.620 ⇒ 00:06:18.240 April: Do I need to open it from my phone cause I’m open it from my phone. I was like, what’s happening.

80 00:06:18.460 ⇒ 00:06:23.830 Deborah Jones: Yeah, I was like, okay, and I was just like, okay, let’s follow this link here. And yeah.

81 00:06:26.630 ⇒ 00:06:29.450 Amber Lin: Yeah, I guess. Oh, Martha’s here. Hi, Martha!

82 00:06:30.000 ⇒ 00:06:30.850 April: Hi Martha.

83 00:06:30.850 ⇒ 00:06:31.990 Deborah Jones: Hey, Martha.

84 00:06:32.300 ⇒ 00:06:36.089 Amber Lin: Why, we’re just waiting for Janice. Then is she gonna be joining today?

85 00:06:36.090 ⇒ 00:06:37.239 ShannonMartinez: I’m not seeing.

86 00:06:37.240 ⇒ 00:06:37.700 Amber Lin: Oh, there’s.

87 00:06:37.700 ⇒ 00:06:38.509 ShannonMartinez: Already on, here.

88 00:06:38.960 ⇒ 00:06:41.890 Amber Lin: Yeah, that’s everybody. That’s everyone we need.

89 00:06:42.610 ⇒ 00:06:44.760 Deborah Jones: Hey, lovely ladies! Hey, Janice.

90 00:06:44.760 ⇒ 00:06:45.200 Amber Lin: Bye.

91 00:06:45.200 ⇒ 00:06:46.040 ShannonMartinez: Bye.

92 00:06:46.040 ⇒ 00:06:47.200 Deborah Jones: How you doing.

93 00:06:47.200 ⇒ 00:06:53.580 JanieceGarcia: Good sorry I had to go get ice. I did not realize it was already that time I was like, Oh, my gosh! I gotta get back.

94 00:06:53.770 ⇒ 00:06:59.469 Deborah Jones: Because we we you know what it is. We’re used to being on the hour, or you know.

95 00:06:59.470 ⇒ 00:07:00.500 ShannonMartinez: Yeah. Yeah. Me, too.

96 00:07:02.010 ⇒ 00:07:02.930 ShannonMartinez: Hour. Yeah.

97 00:07:02.930 ⇒ 00:07:05.990 Deborah Jones: The throw off. Yeah, yeah. So yeah.

98 00:07:05.990 ⇒ 00:07:20.529 Amber Lin: Quick overview of this meeting. We want to 1st know how you’re feeling with Andy. How you’re feeling with a new central Doc. And to get any feedback from you, so we can change it directly in the Central Doc. So it’s better

99 00:07:20.860 ⇒ 00:07:45.839 Amber Lin: and it’s better for you. So any feedback will do that. Do it immediately. And I know Janice prepared a few transcripts from calls that you guys probably recently took. And we just want to look at them to see. Oh, maybe this is where we can use Andy. And then so you guys can learn. And we can learn as well. And maybe we can teach other people of oh, this is somewhere that maybe we can go ask Andy. Or maybe this is somewhere we

100 00:07:45.840 ⇒ 00:07:55.300 Amber Lin: ask Andy. But Andy’s not good good enough so that I can go tell my team to be like, Hey, let’s let’s make this better. So that’s the 2 goals for this meeting.

101 00:07:55.710 ⇒ 00:07:56.100 April: Okay.

102 00:07:56.100 ⇒ 00:08:06.979 ShannonMartinez: Thank you. And I think this is a really great group, because both Deborah and April well, you know, Martha’s got a ton of experience as do these others, ladies, you know. But

103 00:08:07.460 ⇒ 00:08:34.639 ShannonMartinez: the the thing that I’ve experienced the most with April and Deborah specifically is that they have approached Andy in multiple, various in multiple ways, like asked a variety of questions about the same source, and that they’re trying to target in the way of responses like, if I ask Andy this this way, will it still give me the right answer, and then doing multiple attempts and comparing

104 00:08:34.896 ⇒ 00:08:38.750 ShannonMartinez: those responses? So I’m excited about the feedback we’re going to get from this group.

105 00:08:39.000 ⇒ 00:08:39.880 Amber Lin: Okay.

106 00:08:40.049 ⇒ 00:09:00.519 Amber Lin: yeah, let’s get, let’s get started. I’m gonna open up the central doc. Let’s do our 1st objective first.st So central, Doc feedback. I’m gonna keep this at around like 1520 min. See? We can do. And then I want to tackle. I want to attack the transcripts and see what we can find.

107 00:09:00.780 ⇒ 00:09:06.610 Amber Lin: So whatever the external, let me share screen. And

108 00:09:07.160 ⇒ 00:09:16.809 Amber Lin: does anyone want to go 1st of anything that you want to update in the Central Doc anything that you don’t like anything you like

109 00:09:17.010 ⇒ 00:09:19.960 Amber Lin: about this new Central dock right here.

110 00:09:20.990 ⇒ 00:09:25.489 April: I mean, I like the fact that I mean it. It was heard that

111 00:09:25.710 ⇒ 00:09:31.240 April: putting the colors kind of helps, seeing everything in one bland color is

112 00:09:31.730 ⇒ 00:09:56.119 April: is a biggie for me, like yes, it messes with my whole everything. So to see the color that is very helpful. I will say, I’m still trying to work around the central dock just because I mean it’s new. So therefore, of course, still trying to work on something new. It. It does take a process. But I have noticed that with the colors that has helped me a lot with finding

113 00:09:56.510 ⇒ 00:09:59.349 April: or asking the questions that I need to ask

114 00:09:59.650 ⇒ 00:10:02.629 April: in order to see where I’m gonna get that answer from.

115 00:10:02.780 ⇒ 00:10:14.771 Amber Lin: Okay, that’s great. Is there any specific sections or just specific questions you’ve asked? But it wasn’t there in the Central Doc that you couldn’t find anything

116 00:10:16.900 ⇒ 00:10:25.060 April: So I can’t say that there was something in the central dock that I couldn’t find as far as asking Andy, though

117 00:10:25.860 ⇒ 00:10:29.030 April: the response was, he didn’t have enough information.

118 00:10:29.180 ⇒ 00:10:30.320 Amber Lin: For some of the things.

119 00:10:30.630 ⇒ 00:10:32.137 April: That I’ve asked

120 00:10:32.810 ⇒ 00:10:48.099 April: I and and, as Shannon stated, Yes, I I go in, and I’ll ask questions that I don’t know just to see if I can get the answer and kind of verify. But I have been asking a lot more questions that I do know the answer to, and Andy

121 00:10:50.010 ⇒ 00:11:01.976 April: is kind of giving me sometimes that he knows a little bit, but then a lot of times it’s hey, reach out to your supervisor. One of the main questions was, I asked it earlier today.

122 00:11:02.970 ⇒ 00:11:24.480 April: for a customer who’s wanting temporary services. Do we have to send out a field inspector in Austin and off top, he said, yes, of course you want to send out a field inspector, you know, if it’s in the surrounding areas. But because it said in the surrounding areas, my question again to it was, okay. But if I have someone who’s in the Austin area.

123 00:11:24.580 ⇒ 00:11:39.569 April: do I have to send out a field inspector, and his response was that that he didn’t have enough information. He wasn’t too sure. Of course, I put in my response, to let it be known that, of course, because it’s Kim free. We do want to send that field inspector out.

124 00:11:40.500 ⇒ 00:11:41.160 Amber Lin: Yeah.

125 00:11:41.160 ⇒ 00:11:44.515 April: In order for them to go ahead and give that bid

126 00:11:45.450 ⇒ 00:11:56.749 April: And when I went into the Central Docs, and then, of course, my own notes and everything. I do see that, of course, with Chem free, we are to send out a field inspector for

127 00:11:56.970 ⇒ 00:11:59.719 April: the estimate for their services.

128 00:12:00.380 ⇒ 00:12:07.136 April: So I haven’t like, I said. I haven’t found anything in the Central Docs just yet. I just kind of see that sometimes

129 00:12:08.509 ⇒ 00:12:12.460 April: Andy is like, I’m kind of stuck, you know, like, Hey.

130 00:12:14.500 ⇒ 00:12:15.250 JanieceGarcia: And

131 00:12:15.380 ⇒ 00:12:24.900 JanieceGarcia: I am going in here and definitely looking if the Kim free customer is in Austin, do I still need to send a field inspector.

132 00:12:27.210 ⇒ 00:12:27.980 April: Correct.

133 00:12:29.460 ⇒ 00:12:33.300 April: And he goes, I’m sorry. I don’t have access to that information that you’re looking for

134 00:12:34.210 ⇒ 00:12:42.190 April: which of course when I asked the original question, he automatically said, we want to send a chem free field inspector out.

135 00:12:43.020 ⇒ 00:12:45.130 April: But when you know just kind of

136 00:12:45.560 ⇒ 00:13:02.929 April: when Shannon had let it be known that, hey? You know we’re doing this meeting here, and like, I said. I always kind of just reach out with questions that I know the answer to, just to see what the response is, because, of course, yes, I know deborah knows, you know, and other people know. But then those new people, if they come in.

137 00:13:03.010 ⇒ 00:13:16.440 April: you know they don’t know. So what if they only ask this, they don’t know to ask specifically, you know. Xyz. So if I’m just saying, Hey, do I need an inspector for Kim free in Austin. What is his response?

138 00:13:17.038 ⇒ 00:13:27.359 Amber Lin: I see. So I that sounds like we should add something that says, no, we will always send out a chem free field inspector, no matter the area.

139 00:13:27.360 ⇒ 00:13:28.679 ShannonMartinez: That’s not correct.

140 00:13:28.680 ⇒ 00:13:29.889 April: Yeah, that’s right.

141 00:13:29.890 ⇒ 00:13:35.539 ShannonMartinez: Is that correct? Because it’s specific to the Austin area.

142 00:13:36.180 ⇒ 00:13:37.040 ShannonMartinez: Oh! So!

143 00:13:37.040 ⇒ 00:13:39.619 Amber Lin: Maybe that information actually.

144 00:13:40.110 ⇒ 00:13:40.970 JanieceGarcia: We should.

145 00:13:41.690 ⇒ 00:14:10.019 ShannonMartinez: Yeah, that’s what I was looking at workflow processes. And we had talked about this yesterday in a call center leading leader meeting. Janice and I have been meeting about this, and we have to go in and and dissect and and establish process. So this is a perfect example of we need to establish the process, the one to first, st then you know the first.st If if yes, then if no, then go to. You know that type of thing. I think we here we need to definitely insert the Inspector Zip code sheet.

146 00:14:10.800 ⇒ 00:14:11.380 April: Yes.

147 00:14:11.940 ⇒ 00:14:22.540 ShannonMartinez: So that way we can reference. And we, our process should identify. Referring to the skills and zip sheet for the Zip code to reference on the Chem Free Inspector tab.

148 00:14:22.540 ⇒ 00:14:23.710 Amber Lin: Okay, so.

149 00:14:23.710 ⇒ 00:14:27.049 JanieceGarcia: Remember, it’s not going to be the Kim Free Inspector Tab, because that.

150 00:14:27.330 ⇒ 00:14:30.090 ShannonMartinez: Oh, the new one! See and.

151 00:14:30.090 ⇒ 00:14:33.540 JanieceGarcia: That’s why so? And that’s where I wanted to ask you guys.

152 00:14:33.670 ⇒ 00:14:38.090 JanieceGarcia: y’all, you know. Yes, we’re looking for feedback. We’re asking for feedback on the

153 00:14:38.670 ⇒ 00:14:47.059 JanieceGarcia: central dock. But are you guys pulling up the central dock and going to that first? st Or are you just going and asking Andy, and then going to the Central Dock.

154 00:14:49.020 ⇒ 00:14:50.749 Deborah Jones: Andy, yeah, I was. Gonna say.

155 00:14:50.750 ⇒ 00:15:06.669 April: I have been asking Andy a lot. Don’t get me wrong. I have been within the last couple of days, maybe a week. Trying to use the central Doc more. But I think because, you know, it’s something new. It’s just me trying to get used to

156 00:15:07.440 ⇒ 00:15:09.109 April: having that as a resource.

157 00:15:09.110 ⇒ 00:15:20.749 ShannonMartinez: And you guys are approaching it correctly. We we should be asking Andy 1st and then referencing the central Doc for answers. So that way. We know what food to feed Andy

158 00:15:21.207 ⇒ 00:15:42.150 ShannonMartinez: and how to do the submission form on the responses. The the Central Doc compiles everything that was on the drive for us to use as re resource. But Andy should always be the 1st step, and then then following due process to look at Central docket as needed. But the goal is is for Andy to provide us all the information. So

159 00:15:42.250 ⇒ 00:15:52.680 ShannonMartinez: what you’re doing today is so vital and so critical to building it up to where we should be using it as our primary, and only for the most part.

160 00:15:52.950 ⇒ 00:15:53.500 April: Okay.

161 00:15:53.500 ⇒ 00:15:58.830 JanieceGarcia: And April I did go in and ask Andy the same question that you did. So. I’m not sure

162 00:15:58.970 ⇒ 00:16:10.160 JanieceGarcia: why that question came up, but I did get. Yes, the Kim free customers for chem free customers in Austin. You still need to send a field inspector. Certain areas, including Kim free, require a field inspector for an.

163 00:16:10.160 ⇒ 00:16:13.739 ShannonMartinez: What question did you ask? Specifically, Janice, did you work.

164 00:16:13.740 ⇒ 00:16:16.379 JanieceGarcia: Exactly the same. I copied and pasted her question.

165 00:16:16.380 ⇒ 00:16:18.120 Amber Lin: Oh, wow!

166 00:16:18.120 ⇒ 00:16:18.660 Deborah Jones: Think.

167 00:16:18.990 ⇒ 00:16:21.299 April: So maybe those just got kind of updated.

168 00:16:21.560 ⇒ 00:16:22.380 Deborah Jones: Andy.

169 00:16:22.380 ⇒ 00:16:22.780 Deborah Jones: It did.

170 00:16:22.780 ⇒ 00:16:41.710 Deborah Jones: It identifies what I found with Andy. It identifies different. Like like you, said Shannon. I’m I’ll go back in if I if I even a lot of times, if I know the answer, I’m gonna go back in, and if and look and see what answer Andy gives, if I know that the answer is a different answer, I’m gonna go back in

171 00:16:41.860 ⇒ 00:16:49.670 Deborah Jones: and try to reword it to see if it gives me the answer that I know it is. You see what I’m saying?

172 00:16:50.140 ⇒ 00:16:55.210 Deborah Jones: I I also just did. One just stood that 10% for the

173 00:16:55.600 ⇒ 00:17:00.750 Deborah Jones: ABC to Chem free. Okay, I thought that was something that we did away with

174 00:17:01.220 ⇒ 00:17:05.510 Deborah Jones: that 10% when they’re switching over from ABC to Chem free.

175 00:17:05.510 ⇒ 00:17:06.800 ShannonMartinez: Products are more expensive.

176 00:17:06.800 ⇒ 00:17:07.420 Deborah Jones: That’s right.

177 00:17:08.400 ⇒ 00:17:10.599 ShannonMartinez: We apply the 10% increase. Yeah.

178 00:17:10.970 ⇒ 00:17:18.200 JanieceGarcia: It’s backwards. If they’re going from Kim free to ABC. We’re not going to upcharge them. But if they’re going from ABC.

179 00:17:18.200 ⇒ 00:17:18.819 Martha Rubio: Repeated Kim.

180 00:17:18.829 ⇒ 00:17:20.349 JanieceGarcia: Free then. Yes, we are.

181 00:17:20.800 ⇒ 00:17:24.059 Martha Rubio: And also we don’t give a discount right? If they’re going from ABC to Chem free.

182 00:17:24.069 ⇒ 00:17:25.239 April: Right, correct.

183 00:17:25.240 ⇒ 00:17:27.210 Martha Rubio: Okay, it stays the same as what they have. Okay.

184 00:17:27.210 ⇒ 00:17:28.489 JanieceGarcia: Correct. Yep.

185 00:17:29.220 ⇒ 00:17:32.009 Deborah Jones: So there’s no increase. But there’s no decrease either.

186 00:17:32.320 ⇒ 00:17:35.789 ShannonMartinez: Just do it with no initial. But we do increase. ABC.

187 00:17:38.710 ⇒ 00:17:39.450 April: Okay.

188 00:17:39.450 ⇒ 00:17:46.280 ShannonMartinez: And that’s actually lined out it. I love that. It has the steps process on workflow. Yeah, you got it. Amber.

189 00:17:47.190 ⇒ 00:17:50.759 Amber Lin: And I just added this note of Kenfried to ABC.

190 00:17:53.325 ⇒ 00:17:54.980 Amber Lin: Transfer.

191 00:17:55.210 ⇒ 00:18:01.509 Deborah Jones: I tried putting in that question that the the response that you gave back to Trinity earlier.

192 00:18:01.840 ⇒ 00:18:17.549 Deborah Jones: Just to try to put it back in just to see what you know. If I worded it somewhere or I and I did look in a Central doc to see what the difference is. But I also did me personally. I did have another question regarding that same question that was asked.

193 00:18:19.610 ⇒ 00:18:23.739 Deborah Jones: About the reinstating process fully.

194 00:18:24.822 ⇒ 00:18:39.969 Deborah Jones: Because andy doesn’t give us a date, because I know after a certain day, that we should be sending out a inspector, because if I’m waiting 6 months, just as a quick word, if I’m waiting 6 months to come out back in to renew my annual

195 00:18:40.280 ⇒ 00:18:44.419 Deborah Jones: then, and chances are I’m calling in 6 months because I got a problem.

196 00:18:44.610 ⇒ 00:18:47.970 Deborah Jones: So what they’re referring to the feedback loop.

197 00:18:48.180 ⇒ 00:18:49.270 ShannonMartinez: Chat.

198 00:18:50.000 ⇒ 00:18:52.509 Amber Lin: Oh, I see! Let me go there!

199 00:18:54.360 ⇒ 00:18:56.250 Amber Lin: There, there we go!

200 00:18:56.830 ⇒ 00:18:57.510 ShannonMartinez: Yes.

201 00:18:58.010 ⇒ 00:19:05.469 ShannonMartinez: so in if you scroll up a little bit you’ll see that they’ve added the document. And so what it’s missing is the timeframe.

202 00:19:05.730 ⇒ 00:19:08.270 ShannonMartinez: On allowing the reinstatement.

203 00:19:10.660 ⇒ 00:19:11.280 Deborah Jones: Yeah.

204 00:19:14.920 ⇒ 00:19:16.130 Martha Rubio: I have a question.

205 00:19:16.550 ⇒ 00:19:37.899 Deborah Jones: I’m sorry, cause it tells us to add the the subtract this, add this, multiply this, divide this on there to get them to get the cost, which is like, really, you’re reading it. How many of you guys read that like 4 or 5 times? Okay, yeah, all right, it’s not simplified, and there’s no.

206 00:19:37.900 ⇒ 00:19:39.560 ShannonMartinez: Step by step, process for sure.

207 00:19:39.560 ⇒ 00:19:55.169 Deborah Jones: And there’s really no like, I said, looking back at the one that she had. And I did ask Andy again. There’s no real timeframe in there, and I don’t think in 6 months we’re just sending out. We’re just gonna reinstate it without having an inspector go out to that home.

208 00:19:55.170 ⇒ 00:19:56.600 ShannonMartinez: On. Rc.

209 00:19:56.700 ⇒ 00:19:58.000 ShannonMartinez: Oh, I’m so sorry

210 00:19:59.350 ⇒ 00:20:09.240 ShannonMartinez: on our Csr feedback form. On the spreadsheet hub amber. Can we add that as something that we assign

211 00:20:09.690 ⇒ 00:20:15.900 ShannonMartinez: to Janice or Janice and I, and we’ll add that to our list, Janice. So when we do our sessions.

212 00:20:17.930 ⇒ 00:20:21.680 Amber Lin: What would that be? So? What would and.

213 00:20:21.680 ⇒ 00:20:22.370 Deborah Jones: Time, window.

214 00:20:22.740 ⇒ 00:20:23.900 JanieceGarcia: Reinstating.

215 00:20:25.244 ⇒ 00:20:30.179 ShannonMartinez: And it would have been Trinity. I don’t know if she asked Andy. If you can scroll up.

216 00:20:30.180 ⇒ 00:20:39.539 Deborah Jones: Yeah, she did, because you gave her the feedback she was. It was in the feedback loop. So I just went back in there after reading it. And I’m like, Okay, so and I’m like, Okay.

217 00:20:40.430 ⇒ 00:20:42.430 Amber Lin: Yes. Well, because it’s right now.

218 00:20:42.430 ⇒ 00:20:44.900 ShannonMartinez: Yes, ma’am, because it’s a different program.

219 00:20:45.130 ⇒ 00:20:47.220 Amber Lin: Oh, I see. Okay.

220 00:20:48.650 ⇒ 00:20:52.489 ShannonMartinez: We need to specify here that that would be in regards to General.

221 00:20:52.490 ⇒ 00:20:53.350 Martha Rubio: Control, gp.

222 00:20:53.350 ⇒ 00:20:58.870 ShannonMartinez: Because the rodent annual and the term my annual is gonna have a different approach or.

223 00:20:58.870 ⇒ 00:21:05.330 Amber Lin: And what we’re adding, sorry this is for gc, gc, gpc.

224 00:21:05.330 ⇒ 00:21:06.909 ShannonMartinez: Gp, general pest control. Yes, ma’am.

225 00:21:06.910 ⇒ 00:21:07.490 Amber Lin: Wait.

226 00:21:08.400 ⇒ 00:21:10.740 Amber Lin: So we need a.

227 00:21:11.160 ⇒ 00:21:13.760 JanieceGarcia: Annual wrote in old term, I.

228 00:21:18.400 ⇒ 00:21:20.429 ShannonMartinez: Rodent and annual termite.

229 00:21:20.680 ⇒ 00:21:22.300 ShannonMartinez: The road didn’t enter my annual.

230 00:21:22.300 ⇒ 00:21:23.100 Amber Lin: Yeah.

231 00:21:25.480 ⇒ 00:21:28.708 ShannonMartinez: Coffee, the tea, and the coffee’s not doing it.

232 00:21:28.990 ⇒ 00:21:38.540 Deborah Jones: Because I think certain things probably need to have time windows timeframe, just to make sure that we are, you know, certain things, too. But like, I said.

233 00:21:39.130 ⇒ 00:21:44.790 Deborah Jones: I had to just kind of look at that like 2, 3 times myself, cause I was like, okay.

234 00:21:45.820 ⇒ 00:21:47.590 Deborah Jones: and just for buying.

235 00:21:48.500 ⇒ 00:21:54.090 Martha Rubio: And for biannual services, Shannon. If they miss one biannual, then they don’t.

236 00:21:54.270 ⇒ 00:21:59.550 Martha Rubio: We cancel it, of course. But then, when they call back. We don’t reinstate biannuals because we don’t do those services anymore. Is that.

237 00:21:59.962 ⇒ 00:22:04.909 ShannonMartinez: It’s just like with the on demand. Once it’s cancelled, it’s absolutely.

238 00:22:05.000 ⇒ 00:22:05.560 Martha Rubio: Yeah, yeah.

239 00:22:05.970 ⇒ 00:22:06.730 JanieceGarcia: It’s gone.

240 00:22:06.730 ⇒ 00:22:11.370 ShannonMartinez: Which is a good save tactic when you’re trying to prevent cancellation.

241 00:22:12.760 ⇒ 00:22:16.539 JanieceGarcia: And I think we’re really down to like a handful of those things left now.

242 00:22:16.540 ⇒ 00:22:18.800 ShannonMartinez: Yeah, yeah, i i i just came up.

243 00:22:18.800 ⇒ 00:22:23.080 Martha Rubio: One annual one that we have for Bell County this morning.

244 00:22:23.940 ⇒ 00:22:25.939 Martha Rubio: you know, because we bought that.

245 00:22:26.430 ⇒ 00:22:27.350 JanieceGarcia: Yeah.

246 00:22:28.350 ⇒ 00:22:31.089 Deborah Jones: Oh, I have a question. Oh, I’m sorry!

247 00:22:33.310 ⇒ 00:22:33.900 Martha Rubio: Who’s.

248 00:22:34.530 ⇒ 00:22:36.669 JanieceGarcia: I think Martha’s breaking up really, really bad.

249 00:22:39.430 ⇒ 00:22:40.829 ShannonMartinez: I think it’s Deborah.

250 00:22:41.580 ⇒ 00:22:42.110 Deborah Jones: Me!

251 00:22:42.760 ⇒ 00:22:44.319 ShannonMartinez: Yeah. Go ahead. Deborah.

252 00:22:44.670 ⇒ 00:22:45.500 Martha Rubio: Crazy.

253 00:22:45.660 ⇒ 00:22:46.014 Deborah Jones: Oh.

254 00:22:46.640 ⇒ 00:23:09.810 Deborah Jones: okay, isn’t there different prices going forward? Aren’t there different prices? And Andy just says that there’s just 2 prices. If we’re doing a. It just gives us a 105 and 1, 25. But I do believe, and I’ve heard that there are different prices on us going out there to trap a rodent in the house or remove a rodent or something like that. I’ve heard different prices.

255 00:23:10.140 ⇒ 00:23:10.520 Deborah Jones: That’s right.

256 00:23:10.520 ⇒ 00:23:11.300 Deborah Jones: 1, 25.

257 00:23:11.300 ⇒ 00:23:14.590 April: So it’s a 1. It’s for customers and non customers.

258 00:23:14.920 ⇒ 00:23:15.420 Deborah Jones: Right.

259 00:23:15.930 ⇒ 00:23:16.510 April: And then.

260 00:23:16.510 ⇒ 00:23:20.089 JanieceGarcia: But that’s for dead animal removal.

261 00:23:20.090 ⇒ 00:23:22.590 April: Right. I was just gonna say, that’s only for dead animals.

262 00:23:22.590 ⇒ 00:23:27.999 JanieceGarcia: For Dan. Dead animal removal. Now, if the customer has their own cage

263 00:23:28.110 ⇒ 00:23:36.799 JanieceGarcia: and they’re wanting us to come out and pick their cage up and go and release whatever animals in there, and then bring it back to them. We have a price for that, as well.

264 00:23:36.800 ⇒ 00:23:37.789 ShannonMartinez: Where is that?

265 00:23:37.790 ⇒ 00:23:39.890 JanieceGarcia: But we’re not gonna do a 1 time trapping.

266 00:23:40.630 ⇒ 00:23:43.281 Deborah Jones: No, no, no! I that I understand.

267 00:23:44.590 ⇒ 00:23:45.380 April: So.

268 00:23:45.600 ⇒ 00:23:47.029 ShannonMartinez: Seeing that, and I don’t care.

269 00:23:48.240 ⇒ 00:23:49.120 Deborah Jones: The.

270 00:23:50.380 ⇒ 00:24:00.129 April: So. Is there not a a place where we see cause? I have had that question where the customers called and said, I have my own cage. I’ve trapped Xyz.

271 00:24:00.633 ⇒ 00:24:03.379 April: How much would you guys charge me to.

272 00:24:03.810 ⇒ 00:24:05.760 April: you know? Come and take that move. It.

273 00:24:05.760 ⇒ 00:24:07.280 Deborah Jones: And we’re still doing the one.

274 00:24:07.280 ⇒ 00:24:07.800 April: Wow!

275 00:24:07.800 ⇒ 00:24:08.210 Deborah Jones: Yeah.

276 00:24:08.210 ⇒ 00:24:24.562 April: I’ve reached out to the actual service manager for that area, and they were the ones who kind of was like, Okay, I’ll reach out. I’ll get that, you know, priced out, taken care of. And then they sent me the information back in order for me to, you know, effectively. Write the ticket correctly.

277 00:24:25.650 ⇒ 00:24:26.290 ShannonMartinez: This is set.

278 00:24:26.290 ⇒ 00:24:34.959 April: The only 2 times that I’ve done that which both times was with Anthony Langley. It was 1 25. So

279 00:24:35.410 ⇒ 00:24:36.579 April: is that, like.

280 00:24:36.790 ⇒ 00:24:43.740 JanieceGarcia: The pricing, or is that this is these are minimal pricing.

281 00:24:43.740 ⇒ 00:24:44.170 April: Right.

282 00:24:44.170 ⇒ 00:24:53.973 JanieceGarcia: It is not a it’s not a guarantee. So when we tell the customer to the 1 0 5 or the 1 25 dependent on. If they’re a customer or not, then

283 00:24:54.550 ⇒ 00:25:10.170 JanieceGarcia: then we have to let them know. Once the specialist gets out there, they can actually tell them, yes or no. So like if it’s a if it’s their own cage, and they have a skunk that they caught outside, because you can buy these cages at home depot right?

284 00:25:10.170 ⇒ 00:25:10.940 JanieceGarcia: So they.

285 00:25:10.940 ⇒ 00:25:21.309 JanieceGarcia: if they have a if they have a skunk that they caught outside and they want us to come and pick it up. We’re going to tell them. Okay, well, you’re you’re a non customer, 1, 25 minimal

286 00:25:21.580 ⇒ 00:25:27.700 JanieceGarcia: right? But when the technician gets out there and he sees that it’s a skunk he can. Probably he can go and say, I’m

287 00:25:28.000 ⇒ 00:25:31.310 JanieceGarcia: I’m gonna charge them 1, 85, because of what it is.

288 00:25:33.030 ⇒ 00:25:37.919 Deborah Jones: So would he adjust that pricing, because we’re collecting that 1 25 upfront.

289 00:25:38.180 ⇒ 00:25:41.570 JanieceGarcia: We would get the call in through the back line, and you would have to.

290 00:25:41.570 ⇒ 00:25:42.270 Martha Rubio: Adjust that.

291 00:25:42.270 ⇒ 00:25:43.000 JanieceGarcia: That price.

292 00:25:43.160 ⇒ 00:25:43.970 April: Okay.

293 00:25:43.970 ⇒ 00:25:46.690 Deborah Jones: Okay, cause it does say, minimum 1, 25.

294 00:25:46.690 ⇒ 00:25:47.850 JanieceGarcia: And a minimum. But

295 00:25:47.850 ⇒ 00:25:53.320 JanieceGarcia: yeah, it does say that minimum. And that 1 0, 5, it does say, that minimum. But okay.

296 00:25:54.116 ⇒ 00:26:08.340 JanieceGarcia: yeah, it is all minimums. Guys remember anything that you give for pricing is going to be a minimum. The only thing that would not be is a Wdi report. And that’s because that’s an actual report, and we have the pricing that those are.

297 00:26:08.710 ⇒ 00:26:12.230 JanieceGarcia: And so that goes based off of the home and the square footage, and all that.

298 00:26:12.310 ⇒ 00:26:14.540 Martha Rubio: I have a question for you, Janice, on that.

299 00:26:14.540 ⇒ 00:26:15.290 JanieceGarcia: What’s up?

300 00:26:15.290 ⇒ 00:26:30.350 Martha Rubio: So I do get the fact that we are going out for 1 25. Once they, the customer, set up their own cages. But what if they want us to schedule, follow ups at the same time? Wouldn’t that be considered like a trapping service? We can do that right. We can schedule ahead of time.

301 00:26:31.510 ⇒ 00:26:32.070 Martha Rubio: Okay.

302 00:26:32.070 ⇒ 00:26:34.180 April: You still need to be able to send out that Inspector.

303 00:26:34.180 ⇒ 00:26:36.050 Martha Rubio: Yeah. At that point we’ll be the.

304 00:26:36.050 ⇒ 00:26:38.274 JanieceGarcia: Doing those inspectors? Yes, exactly.

305 00:26:38.720 ⇒ 00:26:39.410 Martha Rubio: Okay.

306 00:26:40.760 ⇒ 00:26:58.359 Martha Rubio: I’m just asking, because I know that I’ve seen some accounts where Csrs would schedule like the follow ups because the customer says, no, I’m gonna set it up on my own, and then come and check it. Such and such day! You know what I’m saying, and I’m like that should not be scheduled that way should be like a 1 day. Same day service, basically

307 00:26:58.600 ⇒ 00:27:02.220 Martha Rubio: following day at the most, but not planned ahead.

308 00:27:02.220 ⇒ 00:27:03.380 JanieceGarcia: Exactly.

309 00:27:03.380 ⇒ 00:27:32.070 ShannonMartinez: Really the the intention is for us to always try to push for the maintenance. So even if we were to schedule a 1 time removal or removing of the cage or a dead rodent, we should still be offering to them to send the inspector out to offer them pricing. So it should be a double. Let’s take care of the issue. Send somebody out there, collect the fee, but also be scheduling the inspector for a follow up, visit.

310 00:27:32.440 ⇒ 00:27:33.560 Deborah Jones: Correct.

311 00:27:33.560 ⇒ 00:27:35.459 ShannonMartinez: Like the follow up.

312 00:27:35.460 ⇒ 00:27:47.360 Deborah Jones: Well, can we not? Have that? Something like that added also. Cause. I think that would actually help just to just instead of us looking at it. Just as a narrow space like that.

313 00:27:47.360 ⇒ 00:27:50.660 Amber Lin: Yeah. How follow up question.

314 00:27:50.700 ⇒ 00:28:03.100 Deborah Jones: Yeah, things. Certain things like something like that. How many of us? Honestly, how many of us would say, okay, well, let’s send out a inspector because you seem like you have this issue. You know, you’ve had it more than one time. No, but I’m just saying

315 00:28:03.740 ⇒ 00:28:28.529 Deborah Jones: we get when we’re focused. And we’re just like, okay, let’s get that out. Let’s get the tech. Let’s get the tech out there to take care of that one thing. We don’t look a little bit beyond that. Let’s put it like that. And I think in certain things in certain areas, maybe having just giving us that little nudge to let us know. Hey, let’s look beyond something like that. I think that might be a little bit more that would also be helpful and just having us.

316 00:28:28.530 ⇒ 00:28:28.950 JanieceGarcia: Definitely.

317 00:28:28.950 ⇒ 00:28:32.039 Deborah Jones: Banned ourselves to, you know.

318 00:28:32.503 ⇒ 00:28:34.610 Amber Lin: Where should we put that? If we’re going.

319 00:28:34.610 ⇒ 00:28:38.639 JanieceGarcia: I would put that as just like a follow up question underneath the the pricing.

320 00:28:38.900 ⇒ 00:28:39.989 JanieceGarcia: Go down. Okay.

321 00:28:41.010 ⇒ 00:28:51.680 Amber Lin: Does this only apply for pricing? Or does this apply to all of the road and processes? Should we put it in like scheduling an estimate or just scheduling.

322 00:28:51.860 ⇒ 00:29:01.229 JanieceGarcia: No, because this would be a follow up questions for a customer that’s calling in that has a dead animal or.

323 00:29:01.230 ⇒ 00:29:01.799 Deborah Jones: One time.

324 00:29:01.800 ⇒ 00:29:02.120 JanieceGarcia: Hey!

325 00:29:02.120 ⇒ 00:29:05.750 Deborah Jones: Anything or any. What about anything for one, as a 1 time.

326 00:29:06.310 ⇒ 00:29:07.169 JanieceGarcia: No, because that.

327 00:29:07.170 ⇒ 00:29:07.640 Deborah Jones: So.

328 00:29:07.640 ⇒ 00:29:09.510 JanieceGarcia: That’s the inspector. So I.

329 00:29:09.510 ⇒ 00:29:09.830 April: Right.

330 00:29:09.830 ⇒ 00:29:26.629 JanieceGarcia: Y’all are going further, because at that point that’s the inspectors. The inspectors are going to be following up and getting those, and they send out every 3 months they send something out, saying, Hey, would you like to go ahead and turn in turn this one time into a maintenance program?

331 00:29:26.740 ⇒ 00:29:27.350 JanieceGarcia: So.

332 00:29:27.350 ⇒ 00:29:27.770 April: Okay.

333 00:29:27.770 ⇒ 00:29:39.180 JanieceGarcia: Those that’s a lot different. We’re not going to go and schedule an estimate, and then say, in a week’s time, call them back and be like, oh, do you want to set up for a maintenance program? That’s that’s not on us.

334 00:29:39.620 ⇒ 00:29:54.380 ShannonMartinez: So amber in regards to the note that you’re adding, Follow up questions for customer who has dead removal. First, st do a 3 60 to determine if the customer is on maintenance. If yes. Look at.

335 00:29:54.970 ⇒ 00:29:56.619 ShannonMartinez: we would need to.

336 00:29:58.710 ⇒ 00:30:02.570 JanieceGarcia: Well, if yes. At that point it’s considered a reservice.

337 00:30:08.110 ⇒ 00:30:08.939 JanieceGarcia: unless it’s outside.

338 00:30:09.640 ⇒ 00:30:13.740 ShannonMartinez: If they have rodent management, but if they have Gpc,

339 00:30:16.590 ⇒ 00:30:19.899 ShannonMartinez: then we would need to schedule a rodent inspection.

340 00:30:20.900 ⇒ 00:30:23.610 Martha Rubio: Either way we would need to schedule a rodent inspection right.

341 00:30:23.610 ⇒ 00:30:26.440 JanieceGarcia: Right either way, be yes or no.

342 00:30:27.280 ⇒ 00:30:44.099 Martha Rubio: I honestly, hardly ever ask that question to these like one timers, because I assume that if they already set their cages because they’re trying to save money, and they’ve gotten an estimate before with us, and they just felt that it was better to do to use their own cages.

343 00:30:44.100 ⇒ 00:30:57.999 ShannonMartinez: Complete total sense, right? But it’s just like, you know, with our lawn mowing services, right? People. If you’re they’re they’re calling because they want to treat the grass, but they don’t want mow because they’re doing it theirselves. We still want the opportunity to for the inspector to be able to provide pricing.

344 00:30:58.950 ⇒ 00:31:06.473 Amber Lin: I’m gonna put it under here. For personal, okay? Personal cages,

345 00:31:08.920 ⇒ 00:31:14.619 Deborah Jones: I really just think it’s just something for us to learn to expand ourselves and not just keep ourselves.

346 00:31:14.620 ⇒ 00:31:15.230 ShannonMartinez: Great.

347 00:31:15.230 ⇒ 00:31:18.880 Deborah Jones: Tunnel vision type of a thing he is.

348 00:31:18.880 ⇒ 00:31:27.089 Amber Lin: Yes. Is this correct? After you do say 3 60? It doesn’t really matter. You just schedule it for the inspection, no matter what.

349 00:31:27.090 ⇒ 00:31:37.469 ShannonMartinez: It can be interpreted, rodent inspection could be interpreted for either sales or service. Depending on whether or not they you we’ve identified in in coverage.

350 00:31:38.080 ⇒ 00:31:49.690 Martha Rubio: But isn’t it better if we just put offer to schedule instead of schedule, a rodent inspection, because that can be something that the the Csr. Would just schedule it without the customer knowing, and it would be a waste of time on the inspectors.

351 00:31:50.050 ⇒ 00:31:50.610 JanieceGarcia: Yep.

352 00:31:51.070 ⇒ 00:31:51.800 JanieceGarcia: Good point.

353 00:31:51.800 ⇒ 00:31:53.480 JanieceGarcia: Thank you. Awesome, Mark.

354 00:31:53.480 ⇒ 00:32:06.490 JanieceGarcia: Just so I wanna ask you to cause I I don’t see your usage very much, and I know you’re definitely you’ve been with ABC for a really long time, but our processes have changed big time.

355 00:32:06.660 ⇒ 00:32:11.599 JanieceGarcia: So why have you not used what’s kept you away from using Andy.

356 00:32:12.830 ⇒ 00:32:32.559 Martha Rubio: I haven’t been needing it especially this month, because I know that you guys have been tracking this month. I’ve been out a lot. I was on vacation at the beginning of the month, and then I’ll be up and out, and then the other times I don’t think I’ve needed. I’ve used it like this morning. I’ve used it for lizards

357 00:32:32.710 ⇒ 00:32:42.429 Martha Rubio: so, and I did notice that whenever we put I the 1st question that I asked was a service, do we have a service for lizards? And the answer was, no.

358 00:32:42.690 ⇒ 00:32:56.039 Martha Rubio: And then, when I put, Do we have? Do we treat for lizards a change, and it says, yes, you know, schedule with an inspector. So it’s just using the word service and treatment. Change everything.

359 00:32:56.630 ⇒ 00:33:06.850 Martha Rubio: but I mean, whenever I’m not sure about something, I use it as far as the document, the Central Doc. I honestly don’t like it myself, but I’m just.

360 00:33:07.010 ⇒ 00:33:18.940 Martha Rubio: you know, an animal of habits. I’ve been used to working the other way. So it’s gonna take a while. So that’s why I’m not giving much of an opinion, because I’m get. I’m need to get used to it before I can say if it’s something good, or

361 00:33:19.170 ⇒ 00:33:21.319 Martha Rubio: if there’s things that need to be adjusted.

362 00:33:21.860 ⇒ 00:33:33.139 JanieceGarcia: Yeah, I will say, I definitely appreciate that because you’re not going in and just saying, Nope, I don’t like it right off the Bat, knowing that. You know you’ve been with ABC for a long time. You are used to the older processes, and.

363 00:33:33.140 ⇒ 00:33:33.460 Martha Rubio: Exactly.

364 00:33:33.460 ⇒ 00:33:37.260 JanieceGarcia: The document. So this is a a huge team.

365 00:33:37.260 ⇒ 00:33:38.110 JanieceGarcia: Okay for you.

366 00:33:39.304 ⇒ 00:33:43.649 JanieceGarcia: So I do appreciate the fact that you are taking time to actually.

367 00:33:43.650 ⇒ 00:33:44.699 Martha Rubio: Suggest to it.

368 00:33:45.060 ⇒ 00:33:47.989 JanieceGarcia: And adjust before you just go negative.

369 00:33:48.440 ⇒ 00:33:49.170 Martha Rubio: Right.

370 00:33:49.790 ⇒ 00:33:51.290 JanieceGarcia: Awesome. Thank you. Thank you. Mark.

371 00:33:51.290 ⇒ 00:33:52.000 Martha Rubio: You’re welcome.

372 00:33:52.670 ⇒ 00:34:05.750 Amber Lin: Okay, that’s great. Can we, Janice? I know you pulled a few transfers. I would love to use the rest of this meeting to look at that and see what are some potential opportunities to use Andy and in those calls.

373 00:34:06.840 ⇒ 00:34:08.880 JanieceGarcia: Yeah. I wonder if I can?

374 00:34:10.260 ⇒ 00:34:11.380 JanieceGarcia: We’ll be out.

375 00:34:22.530 ⇒ 00:34:25.170 JanieceGarcia: How do you pull these out?

376 00:34:25.360 ⇒ 00:34:26.950 JanieceGarcia: Oh, yes, I do. Yes, I do.

377 00:34:33.280 ⇒ 00:34:34.820 Deborah Jones: Who got a puppy.

378 00:34:38.089 ⇒ 00:34:39.509 April: It’s not me.

379 00:34:39.870 ⇒ 00:34:41.779 Martha Rubio: My dog is sleep, my dog.

380 00:34:42.590 ⇒ 00:34:44.583 Deborah Jones: Oh, seriously.

381 00:34:46.310 ⇒ 00:34:49.449 April: I’m like, no, I got a hermit crab. I don’t have a puppy

382 00:34:51.096 ⇒ 00:35:05.039 April: I wanted at the Carnival I wanted at the Carnival like 4 years ago. I didn’t want to go fish because I didn’t want it to die the next week, so I was like, Well, let me get something that’ll last a little bit longer, and I I didn’t think that my hermit crab would last as long as.

383 00:35:05.040 ⇒ 00:35:10.210 ShannonMartinez: I learned I learned something fascinating about you all the time. But yes.

384 00:35:10.210 ⇒ 00:35:24.569 April: I have a hermit crab. I love him to death. He’s as big as my hand. He started out. Really, really small and I learned that they can live up to about 30 years. So I was like, Oh, my gosh! I told my daughter, I said, you’re inheriting the hermit crab, Hermia.

385 00:35:25.910 ⇒ 00:35:26.399 JanieceGarcia: That’s cool.

386 00:35:28.850 ⇒ 00:35:31.009 Deborah Jones: She didn’t take it to camp with her.

387 00:35:31.490 ⇒ 00:35:33.759 April: No, she didn’t, she said, Mom, you have to babysit.

388 00:35:34.720 ⇒ 00:35:37.490 ShannonMartinez: So you guys can see this transcript.

389 00:35:38.255 ⇒ 00:35:38.660 April: Yes.

390 00:35:38.660 ⇒ 00:35:41.949 JanieceGarcia: That I have pulled up So

391 00:35:42.200 ⇒ 00:35:53.309 JanieceGarcia: I did not get to meet with Yvette in regards to the Transcript, but I did go through. And I just pulled a couple from each of you guys. I actually had one. That was

392 00:35:53.500 ⇒ 00:35:55.360 JanieceGarcia: about 20 min long.

393 00:35:55.360 ⇒ 00:35:56.040 ShannonMartinez: Woo.

394 00:35:56.360 ⇒ 00:36:01.040 JanieceGarcia: For Miss Deborah, but I think I just x out of it. So.

395 00:36:02.810 ⇒ 00:36:05.309 Deborah Jones: Was it one of my lovely customers.

396 00:36:06.130 ⇒ 00:36:08.609 JanieceGarcia: I I started listening shows that Kim free.

397 00:36:08.610 ⇒ 00:36:09.810 Deborah Jones: I know that.

398 00:36:11.110 ⇒ 00:36:27.110 JanieceGarcia: So this one Miss Terry Khan was a customer. She said. I’m a customer, and Joe was supposed to come back at 9 o’clock this morning to finish up work on debugging our house, and he didn’t show up. So I’m calling to find out what’s going on.

399 00:36:28.640 ⇒ 00:36:30.839 JanieceGarcia: hey? I remember that this was today.

400 00:36:31.686 ⇒ 00:36:34.059 JanieceGarcia: This was either yesterday or or this morning.

401 00:36:34.060 ⇒ 00:36:35.440 Deborah Jones: That was today. That was today.

402 00:36:36.481 ⇒ 00:36:46.120 JanieceGarcia: So you did go in and you pulled her account. You said I’ve got that under, Margaret. You started verifying everything and then

403 00:36:47.810 ⇒ 00:37:03.330 JanieceGarcia: you asked about the email. That’s verification. Okay, looks. And you and I was trying to understand because I listened to the calls, too. But you, I was trying to understand what happened, but it it seemed like you had gone through, and you’re maybe the order was not closed for Friday.

404 00:37:03.330 ⇒ 00:37:06.050 Deborah Jones: Yes, that’s right. The 25, th yes.

405 00:37:06.341 ⇒ 00:37:18.879 JanieceGarcia: The order wasn’t closed. And you were going back in. And you’re like, Oh, well, yeah, that was Friday. But today is the. And I actually think this was yesterday. But today is the 29th is something that you had stated.

406 00:37:20.420 ⇒ 00:37:23.780 JanieceGarcia: Then she goes. Well, he did. He did

407 00:37:24.302 ⇒ 00:37:29.089 JanieceGarcia: at the work. We made an appointment for 9 o’clock this morning. Oh, the 30! th So it was today.

408 00:37:30.160 ⇒ 00:37:33.449 JanieceGarcia: Let me and you said, Well, let me send a message over

409 00:37:34.430 ⇒ 00:37:46.619 JanieceGarcia: to him, because I’m not seeing that there, I’m not showing that I’m sorry about that. Give me one moment here. Okay, and I don’t. I’m I don’t know about that. And I I don’t see it here.

410 00:37:47.540 ⇒ 00:37:53.710 JanieceGarcia: And then you reached out to him. You said, Hold on, give me a minute again. And so with this

411 00:37:53.990 ⇒ 00:37:59.620 JanieceGarcia: could I was thinking while I was listening to this call, could us putting in?

412 00:38:01.050 ⇒ 00:38:18.479 JanieceGarcia: Maybe I don’t want to say escalation, Shannon, but more of how to respond back to a customer. If a technician didn’t show up, or if a technician was supposed to show up, or if it wasn’t on schedule, then is there something that we could do or help you guys

413 00:38:18.640 ⇒ 00:38:19.690 JanieceGarcia: with that.

414 00:38:19.690 ⇒ 00:38:40.249 ShannonMartinez: I agree with you. 100. Let’s determine. Let’s let’s establish the step by step process, and then we can focus on putting it out there to the masses and let them know like, when this happens, this has been updated in the central Doc. When this happens, refer to Andy on, step by step, on what to do.

415 00:38:41.325 ⇒ 00:39:08.349 ShannonMartinez: I agree with you, because other than that, I’m just, and I’m sorry I’m kind of reading forward. I don’t see where she would really have asked him anything in regards to this scenario like, there’s nothing that she would like is questioning about how to move forward on a service. This is more like backtracking on what was already committed on the schedule. But yeah, I agree with you, Janice. I think that’s a great idea. Let’s go ahead and add.

416 00:39:08.580 ⇒ 00:39:09.689 JanieceGarcia: And we’ll let.

417 00:39:09.940 ⇒ 00:39:24.350 JanieceGarcia: And that’s why this one stood out to me was because it was a lot of back and forth, and there was more time, and you’ll see like right here. There was more time to where Deborah was talking, and the customer, I want to say it was almost 3 min, for the customer even

418 00:39:24.620 ⇒ 00:39:25.960 JanieceGarcia: chimed back in.

419 00:39:25.960 ⇒ 00:39:39.951 ShannonMartinez: Which we know just kills sla and when I call it the hot potato, when when a customer is calling in regards to services and questions in the field. Eta, I had, what did they treat?

420 00:39:40.670 ⇒ 00:39:57.870 ShannonMartinez: my poor plants, whatever the case right then, we should receive the information and per the hands free driving policy. Which is another thing that we need to add that layer into. We should be messaging the service manager and the specialist and

421 00:39:58.140 ⇒ 00:40:15.679 ShannonMartinez: the hot potato passing that message on. And it’s a service manager’s responsibility to follow up with the technician to make sure the customers. So I think what happens is we take on so much because we’re we care. We’re passionate about our customers. We want them to have a good experience. We want to provide them the answers.

422 00:40:15.940 ⇒ 00:40:18.760 ShannonMartinez: But we’re carrying more weight than we really need to.

423 00:40:19.560 ⇒ 00:40:20.060 JanieceGarcia: Hmm.

424 00:40:20.060 ⇒ 00:40:31.569 ShannonMartinez: This is one that I would have said. I tell you what I can do. Let me get a message to your license specialist. I’ll include a service manager to ensure that there is follow through there, and I will ask them to reach out to you.

425 00:40:32.670 ⇒ 00:40:33.110 Deborah Jones: Okay.

426 00:40:33.880 ⇒ 00:40:36.759 Amber Lin: Okay, let’s do that.

427 00:40:38.740 ⇒ 00:40:48.119 Deborah Jones: So I do have one other question on that, though. If so, if you don’t, if there’s no notes, or there’s no scheduled appointment and anything like that. Just go ahead and reach out to the

428 00:40:49.037 ⇒ 00:40:52.799 Deborah Jones: the service manager also, with the technician.

429 00:40:53.050 ⇒ 00:40:53.400 ShannonMartinez: We should

430 00:40:53.400 ⇒ 00:40:59.549 ShannonMartinez: never reach out to a technician without a service manager. Just want to make sure that we’re all on the same page about that we do not chat.

431 00:40:59.550 ⇒ 00:41:00.109 JanieceGarcia: That text.

432 00:41:00.110 ⇒ 00:41:02.130 ShannonMartinez: Directly right.

433 00:41:02.497 ⇒ 00:41:07.270 Martha Rubio: I always check for Ets just with a service with a service tech.

434 00:41:07.270 ⇒ 00:41:07.600 JanieceGarcia: I don’t know.

435 00:41:08.590 ⇒ 00:41:08.980 JanieceGarcia: Yeah.

436 00:41:08.980 ⇒ 00:41:09.660 April: We, always.

437 00:41:09.660 ⇒ 00:41:12.759 ShannonMartinez: Use the transcription directly, cause you know what he’s gonna do.

438 00:41:12.760 ⇒ 00:41:13.250 April: What is it?

439 00:41:13.250 ⇒ 00:41:14.950 ShannonMartinez: Question. He’s going to respond back to you.

440 00:41:14.950 ⇒ 00:41:16.150 April: Right back to you.

441 00:41:16.150 ⇒ 00:41:16.730 JanieceGarcia: Yep.

442 00:41:17.070 ⇒ 00:41:22.939 ShannonMartinez: And he’s gonna cause you to have distractions. And then there’s no accountability, right?

443 00:41:23.150 ⇒ 00:41:28.410 ShannonMartinez: So we have to make sure that we always always always put the service manager in.

444 00:41:28.710 ⇒ 00:41:29.109 JanieceGarcia: Okay, right?

445 00:41:29.870 ⇒ 00:41:30.870 ShannonMartinez: So in regards.

446 00:41:30.870 ⇒ 00:41:32.200 Martha Rubio: Giving them more work to do.

447 00:41:32.739 ⇒ 00:41:38.499 Martha Rubio: If it’s something simple, like Eta, I just, you know, do it if it’s.

448 00:41:39.580 ⇒ 00:41:43.059 JanieceGarcia: The reason we’re asking, because I mean, even

449 00:41:43.770 ⇒ 00:41:52.149 JanieceGarcia: you know, and this is could be a deeper conversation later on. But even with what we’re doing now. And with the way that we’re doing the backline calls

450 00:41:52.400 ⇒ 00:41:57.189 JanieceGarcia: we’re even hearing. Oh, I’ll just get with. I’ll just get with Martha because she always helps me.

451 00:41:57.190 ⇒ 00:42:01.830 April: Yes, yes, I get a lot of calls that says, Oh, well, I’ll just call Kibo.

452 00:42:01.950 ⇒ 00:42:02.610 April: Yeah.

453 00:42:02.610 ⇒ 00:42:03.150 Martha Rubio: Oh, yeah.

454 00:42:03.150 ⇒ 00:42:05.300 April: And I’m like, I’m like, Okay.

455 00:42:05.942 ⇒ 00:42:11.160 April: I hear that. But you know, this is what we can do. Well.

456 00:42:11.160 ⇒ 00:42:15.519 ShannonMartinez: That’s a conversation for another time. But yeah, I appreciate the feedback. I’ve

457 00:42:15.750 ⇒ 00:42:19.188 ShannonMartinez: address that very thing today. So.

458 00:42:19.680 ⇒ 00:42:24.600 JanieceGarcia: Alright guys. So this one, though, is great

459 00:42:25.170 ⇒ 00:42:32.819 JanieceGarcia: because the customer was trying to call and wanted to cancel because they needed to cut finances.

460 00:42:33.530 ⇒ 00:42:34.160 JanieceGarcia: Okay?

461 00:42:34.160 ⇒ 00:42:37.330 JanieceGarcia: So we can ask Andy

462 00:42:37.800 ⇒ 00:42:46.440 JanieceGarcia: for assistance on cancellations. And what are some different save tactics, especially with somebody that’s wanting to cut

463 00:42:46.880 ⇒ 00:42:48.389 JanieceGarcia: for finance reasons.

464 00:42:48.390 ⇒ 00:43:03.899 ShannonMartinez: And we’ve been talking about this, and our team huddles. It literally has a script with workflow. You can literally say customer wants to cancel for financial reasons, and Andy will give you a guided step by step what to say.

465 00:43:04.550 ⇒ 00:43:09.529 JanieceGarcia: So I’m gonna share my other screen. And we’re gonna ask Andy, can you all see my Andy.

466 00:43:09.830 ⇒ 00:43:10.240 April: Yes.

467 00:43:14.610 ⇒ 00:43:16.130 JanieceGarcia: How should I ask?

468 00:43:18.970 ⇒ 00:43:20.689 Amber Lin: Cancellation, I guess

469 00:43:20.840 ⇒ 00:43:29.990 Amber Lin: in the call, if it’s super quick. I usually just type cancellations for financial reasons. Like I, I just do it real quick, because I don’t type.

470 00:43:29.990 ⇒ 00:43:30.310 Martha Rubio: 2.

471 00:43:30.310 ⇒ 00:43:31.000 Amber Lin: Long.

472 00:43:31.000 ⇒ 00:43:38.619 ShannonMartinez: Yeah. And then you have to consider like, in real time. I mean, we’re we’re doing a kind of mock questions. But when you got the customer on the phone.

473 00:43:39.260 ⇒ 00:43:40.250 Martha Rubio: You know.

474 00:43:40.250 ⇒ 00:43:41.770 JanieceGarcia: Ta-da.

475 00:43:42.276 ⇒ 00:43:49.370 ShannonMartinez: No, I just wanna cancel, just give me one moment. Just 1, min.

476 00:43:49.580 ⇒ 00:43:50.350 Martha Rubio: Yes.

477 00:43:51.120 ⇒ 00:43:55.850 JanieceGarcia: No, but that’s where you know. And, Deborah, you’re great at talking. Obviously.

478 00:43:55.850 ⇒ 00:43:56.170 Deborah Jones: Oh!

479 00:43:56.473 ⇒ 00:44:01.939 JanieceGarcia: You’re great at building that relationship with the customer, and the cool thing is, is this customer was.

480 00:44:02.150 ⇒ 00:44:16.260 JanieceGarcia: They were so nice, and he was so nice sorry! But he was so nice, and he was even complimenting the tech it was. It wasn’t a bad thing, but just for the rest of this year. They were really needing to look at cutting finances at this point.

481 00:44:16.820 ⇒ 00:44:21.310 JanieceGarcia: cutting things that were not necessary. But there’s things that we can do, and we can help

482 00:44:21.770 ⇒ 00:44:32.560 JanieceGarcia: to try and save them right. And I did not pull up these accounts, you guys. So I have not looked into the accounts itself. This is strictly just going off of the Transcript, and what I’ve heard.

483 00:44:33.360 ⇒ 00:44:46.870 ShannonMartinez: One thing I wanna add, is as another layer to this, and what we have in the Central Doc check to see if they have skipped recent services. If a customer is canceling for financial reasons, and we’re considering skipping a service. So we need to make sure that they’re not on monthly installments.

484 00:44:47.030 ⇒ 00:44:52.840 ShannonMartinez: Can we add a layer to say, make sure that you send a follow up to contract entry

485 00:44:53.090 ⇒ 00:44:59.569 ShannonMartinez: to move them to per service, billing, if they are on monthly installments or on easy pay.

486 00:45:00.000 ⇒ 00:45:04.477 ShannonMartinez: Aka auto charge Aka.

487 00:45:07.260 ⇒ 00:45:14.739 Amber Lin: Okay, let me share my screen. Just the 2 things that we were just talking about. So there’s 1

488 00:45:15.050 ⇒ 00:45:16.310 Amber Lin: doing.

489 00:45:17.795 ⇒ 00:45:25.710 Amber Lin: This 1 1st the hot potato that I’m gonna toss over. So step one.

490 00:45:26.660 ⇒ 00:45:29.069 Amber Lin: are we checking their account.

491 00:45:31.080 ⇒ 00:45:31.810 ShannonMartinez: Yes.

492 00:45:31.980 ⇒ 00:45:34.650 Amber Lin: Okay, we have to reference.

493 00:45:34.780 ⇒ 00:45:42.290 ShannonMartinez: When the appointment we have to research the appointment schedule date to confirm

494 00:45:42.520 ⇒ 00:45:45.089 ShannonMartinez: that they were indeed on schedule.

495 00:45:49.040 ⇒ 00:45:53.900 ShannonMartinez: That would research the service, this customers.

496 00:45:54.420 ⇒ 00:45:56.809 ShannonMartinez: the services tab or the service tab.

497 00:45:58.210 ⇒ 00:46:00.739 ShannonMartinez: I’m trying to think of it in evolved terms.

498 00:46:00.740 ⇒ 00:46:01.360 Amber Lin: Hmm.

499 00:46:02.850 ⇒ 00:46:04.839 ShannonMartinez: To confirm, scheduled it.

500 00:46:09.990 ⇒ 00:46:17.460 ShannonMartinez: and the cust remove customer because the service tab is a tab in itself. The customer is a tab. The service is a separate tab.

501 00:46:17.913 ⇒ 00:46:18.400 Amber Lin: I see.

502 00:46:18.990 ⇒ 00:46:19.690 ShannonMartinez: Perfect.

503 00:46:20.610 ⇒ 00:46:31.120 Martha Rubio: Nice, quick question. I just noticed that you put that about Fox back in 2022, and it could have changed. But I got a message from Manual or T, saying that. Yes, we can.

504 00:46:31.700 ⇒ 00:46:35.109 JanieceGarcia: On the commercial side, but not residential. That’s why I’m double.

505 00:46:35.110 ⇒ 00:46:36.229 Martha Rubio: No, it was just.

506 00:46:36.500 ⇒ 00:46:37.340 JanieceGarcia: I’m double.

507 00:46:37.340 ⇒ 00:46:41.360 Martha Rubio: Well, the one that I, the one that I was asking him, was residential.

508 00:46:41.360 ⇒ 00:46:41.780 JanieceGarcia: I was.

509 00:46:41.780 ⇒ 00:46:47.039 Martha Rubio: I knew before that we did it, and then that time I asked him, and he said, Yes, we can.

510 00:46:47.850 ⇒ 00:46:52.479 JanieceGarcia: I wanna find out, because, as far as I knew, we didn’t do anything larger than raccoon.

511 00:46:52.480 ⇒ 00:46:56.130 ShannonMartinez: We have been having. We just didn’t. We just talk about this, Denise.

512 00:46:56.130 ⇒ 00:46:56.740 JanieceGarcia: Yeah.

513 00:46:57.500 ⇒ 00:46:59.660 ShannonMartinez: We just discussed this.

514 00:47:00.830 ⇒ 00:47:05.879 April: So do so. Fox is only on commercial side.

515 00:47:06.560 ⇒ 00:47:07.330 ShannonMartinez: Tbd.

516 00:47:08.880 ⇒ 00:47:09.599 JanieceGarcia: Hold on!

517 00:47:10.650 ⇒ 00:47:11.480 April: Okay.

518 00:47:12.650 ⇒ 00:47:14.230 Amber Lin: Is this good enough?

519 00:47:14.500 ⇒ 00:47:15.197 ShannonMartinez: To the number

520 00:47:16.670 ⇒ 00:47:17.670 Amber Lin: Oh!

521 00:47:18.696 ⇒ 00:47:28.460 ShannonMartinez: To your past, to your the specialist and their service manager.

522 00:47:29.480 ⇒ 00:47:36.160 ShannonMartinez: because we’re reading, reaching out to our technician. But we’re also including the service manager, who will ensure that we follow up

523 00:47:36.300 ⇒ 00:47:39.800 ShannonMartinez: with an a solution or an answer.

524 00:47:42.030 ⇒ 00:47:56.130 Deborah Jones: Okay. So Shannon and Janice, or whoever is not typing? Just a quick question, Janet. Okay, so whoever’s not typing. So when you’re doing that cancellation for the fine doing the cancellation. I we do have to be

525 00:47:56.755 ⇒ 00:48:02.020 Deborah Jones: specific. What the type of for what reason for Andy to actually get.

526 00:48:02.020 ⇒ 00:48:02.430 ShannonMartinez: Always.

527 00:48:02.760 ⇒ 00:48:04.930 Deborah Jones: The answer so.

528 00:48:04.930 ⇒ 00:48:06.879 Martha Rubio: The answer that Andy gave us.

529 00:48:07.352 ⇒ 00:48:10.190 Deborah Jones: For cancellation, for financial hard hardship.

530 00:48:11.090 ⇒ 00:48:14.140 Amber Lin: Up expressed empathy, and it has. Some think

531 00:48:14.270 ⇒ 00:48:19.522 Amber Lin: it needs to be even more specific, because right here we have

532 00:48:21.130 ⇒ 00:48:29.210 Amber Lin: we can offer to skip the next cycle. I don’t think Andy is detailed enough yet right.

533 00:48:29.210 ⇒ 00:48:43.340 ShannonMartinez: You’re correct. Amber. Yeah, we need to. I if we’re gonna skip a service, we need to ensure that we are sending a follow up to contract entry to update their

534 00:48:44.370 ⇒ 00:48:54.349 ShannonMartinez: billing to per service billing. If they are on monthly installments. If we’re skipping a service, and we’re monthly their monthly installments. The customer is gonna owe us, anyway, and that defeats the purpose.

535 00:48:54.700 ⇒ 00:48:55.140 Amber Lin: Right.

536 00:48:56.110 ⇒ 00:49:03.970 Martha Rubio: And there will be a 10% increase if they go from Ec. Or monthly installment to per monthly.

537 00:49:03.970 ⇒ 00:49:04.300 JanieceGarcia: There’s.

538 00:49:04.300 ⇒ 00:49:06.690 ShannonMartinez: That’s only ABC to Chem free. We don’t do that anymore.

539 00:49:06.690 ⇒ 00:49:07.750 JanieceGarcia: We don’t. We used to.

540 00:49:07.750 ⇒ 00:49:09.540 JanieceGarcia: We don’t do that anymore. Okay, yeah.

541 00:49:09.540 ⇒ 00:49:09.940 Amber Lin: Wait!

542 00:49:09.940 ⇒ 00:49:12.129 JanieceGarcia: See, Martha, you can ask Andy.

543 00:49:15.060 ⇒ 00:49:17.550 Martha Rubio: Most of the time he’s wrong, so I will not trust him yet.

544 00:49:17.550 ⇒ 00:49:18.680 Martha Rubio: You know what I’m saying.

545 00:49:18.680 ⇒ 00:49:19.350 Martha Rubio: Oh, man.

546 00:49:19.350 ⇒ 00:49:20.040 April: We gotta.

547 00:49:23.070 ⇒ 00:49:23.680 ShannonMartinez: They don’t.

548 00:49:23.680 ⇒ 00:49:26.659 ShannonMartinez: We are his. We’re his nutritionists. But you know what.

549 00:49:29.150 ⇒ 00:49:30.690 Deborah Jones: You know what it is, too.

550 00:49:30.850 ⇒ 00:49:38.679 Deborah Jones: you know we think that we know the answer, but some of the things that we still believe that are. The answers are no longer the answers.

551 00:49:41.340 ⇒ 00:49:51.180 Martha Rubio: Fact that whenever you ask Andy something you still need to cross reference, that because we’re still not completely sure you know what I’m saying, like with the situation right now.

552 00:49:51.180 ⇒ 00:49:59.650 Deborah Jones: You’ve been here longer than I have. So I’m thinking, okay. So I’m thinking, this is the I know, I’m thinking, I know the answer. But.

553 00:49:59.890 ⇒ 00:50:00.999 Martha Rubio: You’re still gonna check with that.

554 00:50:01.500 ⇒ 00:50:16.909 Deborah Jones: If there is a update to that answer, and I think that’s where it’s where the issue is. For people who have been here longer. We think we know the answer, but we don’t know. We don’t honestly know if, Andy, if if that’s been updated since we knew the answer previously.

555 00:50:17.740 ⇒ 00:50:18.869 ShannonMartinez: I can’t remember.

556 00:50:18.870 ⇒ 00:50:19.340 Deborah Jones: Probably.

557 00:50:19.340 ⇒ 00:50:19.840 Deborah Jones: Yes.

558 00:50:19.840 ⇒ 00:50:21.770 JanieceGarcia: Print, totally. Huh!

559 00:50:22.750 ⇒ 00:50:25.670 ShannonMartinez: Wag the tambourines. Where’s the.

560 00:50:26.840 ⇒ 00:50:38.680 Martha Rubio: No, and I and I. I completely agree with you, Deborah, on it. But the fact that I don’t trust Andy right now as much as I should, because whenever I ask Andy a question right now.

561 00:50:38.680 ⇒ 00:50:58.209 Martha Rubio: this is positive feedback. Okay, I’m not trying to be negative or anything like that. But whenever I ask Andy something right now, I always sit here in doubt. Is this correct? Or it’s the only you know what I’m saying like, I don’t trust that it’s a hundred percent there. So then I still have to get an a question or post it so that I can get the answer.

562 00:50:58.470 ⇒ 00:50:59.160 ShannonMartinez: I was.

563 00:50:59.160 ⇒ 00:50:59.540 April: Say.

564 00:50:59.897 ⇒ 00:51:02.019 ShannonMartinez: I just wanna I think, too.

565 00:51:02.020 ⇒ 00:51:04.700 ShannonMartinez: just wanna I just wanna let you know that

566 00:51:04.950 ⇒ 00:51:16.870 ShannonMartinez: when we talk about serving Andy the food and feeding him. His knowledge. It is rough. Everything that Andy is producing in the way of responses is this central duck.

567 00:51:16.950 ⇒ 00:51:37.929 ShannonMartinez: This is his diet. These are all the ingredients that make up his food. Right? So ask Andy first, st always. Foremost, ask Andy first, st then, if you are unsure, then reference the central Doc. If there’s something that needs to be updated. Please utilize that feedback loop chat

568 00:51:37.960 ⇒ 00:51:53.639 ShannonMartinez: like Trinity did with that rodent renewal reinstating. I’m sorry. So that way we can put it in there and also simultaneously put the thumbs down, hit the submit feedback button because we work through those response. Those responses.

569 00:51:54.200 ⇒ 00:51:55.910 ShannonMartinez: Okay, every single one of them.

570 00:51:55.910 ⇒ 00:52:02.469 JanieceGarcia: Yes, and the reason why I was asking Martha was because I didn’t. I have not seen any feedback come through

571 00:52:03.200 ⇒ 00:52:03.720 JanieceGarcia: from you.

572 00:52:04.730 ⇒ 00:52:10.259 Martha Rubio: Cause. I haven’t been using it like I told you before, earlier today, like I was in here. I used it this morning, and it was good.

573 00:52:10.770 ⇒ 00:52:11.290 Martha Rubio: so

574 00:52:11.630 ⇒ 00:52:18.470 Martha Rubio: I just did. A is the feedback just the thumbs up, or do I have to fix it myself, or.

575 00:52:19.220 ⇒ 00:52:21.190 JanieceGarcia: Yeah, if it’s a right question.

576 00:52:21.650 ⇒ 00:52:25.019 JanieceGarcia: And I the entire month, because I know I’ve been doing it.

577 00:52:25.170 ⇒ 00:52:30.659 Martha Rubio: Whenever, like the little times I’ve used it. If it was right, I’ve been giving thumbs up.

578 00:52:31.230 ⇒ 00:52:34.140 JanieceGarcia: That’s awesome wrong. Are you doing thumbs down.

579 00:52:35.300 ⇒ 00:52:39.719 Martha Rubio: If it’s wrong, I just go to the essay, and I ask the the correct question.

580 00:52:39.720 ⇒ 00:52:41.680 ShannonMartinez: Hmm, so.

581 00:52:41.920 ⇒ 00:52:43.060 Deborah Jones: It’s yours, Mark.

582 00:52:43.060 ⇒ 00:52:43.650 April: Myself.

583 00:52:43.650 ⇒ 00:52:46.330 Martha Rubio: The thing is, I don’t know if it’s wrong. I just doubt that it’s wrong.

584 00:52:46.330 ⇒ 00:52:47.050 Deborah Jones: Right.

585 00:52:47.050 ⇒ 00:52:47.740 Deborah Jones: You know what I’m saying.

586 00:52:47.740 ⇒ 00:52:49.020 Martha Rubio: Is, don’t feel that.

587 00:52:49.190 ⇒ 00:52:53.689 Martha Rubio: and it’s wrong. I just come and confirm if it’s right. And then I found out that it was wrong.

588 00:52:54.260 ⇒ 00:53:02.750 April: No, no, I I understand exactly where you’re at, Martha. When I 1st started using Andy. That’s how I was. I was very skeptical. I was like. Andy is not my friend. He’s telling me the wrong information.

589 00:53:02.750 ⇒ 00:53:03.469 Martha Rubio: Take that out of the price.

590 00:53:03.470 ⇒ 00:53:07.150 April: I know this is what it is. But

591 00:53:07.210 ⇒ 00:53:34.989 April: I I started to understand, and it it is a little tedious at times, but because I’ve gotten more used to it. Yes, I’ll ask Andy a question, and even though I’m looking at that answer just doesn’t really sit well with me, I reach out in the chat. Not only do I reach out in the chat, then I go through all of my, you know, different resources that I have. I’ve been using my book. I’m still trying to get used to the Central Doc. But I I go back and I check just to make sure.

592 00:53:35.130 ⇒ 00:53:46.310 April: You know that hey? Andy is giving me the right answer. And because I do know that we have to feed Andy the information, because, of course, the new people who are coming in or who are going to use it.

593 00:53:46.640 ⇒ 00:54:10.712 April: They’re they’re not gonna know as much as we are. So of course they’re gonna ask all of these crazy questions, and they’re not gonna know to say, Oh, well, I don’t know if that’s correct, but because I already like you were skeptical, that this is a machine that is just kind of trying to tell me what I just learned and that doesn’t match. Let me go. Ask a human. Let me go. Ask a person. Let me reach out to my chat and let me make sure.

594 00:54:11.620 ⇒ 00:54:20.029 April: so I I do get it. It has been a little tedious, but it is getting better for me, and I do feel like that now. The more questions that I’m asking Andy.

595 00:54:20.340 ⇒ 00:54:35.730 April: I’m getting more of the response that I know I should be getting. And even when I know that that’s the right answer, I still go and cross reference, and then, you know, Miss Kenny or Shannon, or somebody will say, Oh, no, that’s right. And I’m like, Okay, I just wanted to check. Andy told me that, but I just still wanted to check.

596 00:54:37.660 ⇒ 00:54:38.690 ShannonMartinez: Like you are feeding

597 00:54:38.690 ⇒ 00:55:03.980 ShannonMartinez: Andy’s brain. I’m gonna tell you what that couldn’t have made me more proud, and you have to know and understand and take away that his where his progress is, at the fruits of your efforts and your labors. So this is, it’s it’s a yes. We knew that this was going to be a work in progress, but if you don’t use it, you lose it, and it we have to. We have to work it. We have to thank you so much.

598 00:55:03.980 ⇒ 00:55:08.249 Martha Rubio: So basically, then my question will be Shannon. So once we find out the right answer.

599 00:55:08.460 ⇒ 00:55:09.400 Martha Rubio: do we have to

600 00:55:09.400 ⇒ 00:55:22.480 Martha Rubio: come back and set it and feed it ourselves, or something that whenever we tell you, or Janice, or whoever is working on it. Hey? You know this is what he gave me, and then you correct me. And you’re like, no, this is, we don’t do the price increase anymore.

601 00:55:22.620 ⇒ 00:55:27.480 Martha Rubio: At that point the hot potatoes on your hands, or is it still on mind for me to go in and fit it.

602 00:55:27.480 ⇒ 00:55:39.949 ShannonMartinez: That’s a great question. So one of the pages that we went through earlier in this session is a log of every single submission and feedback, and we

603 00:55:40.140 ⇒ 00:56:01.060 ShannonMartinez: work those individually, line by line by line. So to answer, to answer your question, yes, put it back, put the correct answer, submit the feedback. Even if you say this is not the correct answer, we’re gonna work through it and make sure that we provide that correct answer and put it into the central doc. So it feeds his brain.

604 00:56:01.060 ⇒ 00:56:01.580 Martha Rubio: Okay.

605 00:56:02.240 ⇒ 00:56:03.170 ShannonMartinez: Great question.

606 00:56:03.650 ⇒ 00:56:06.070 Deborah Jones: I think we could. I think what it is is

607 00:56:06.190 ⇒ 00:56:23.280 Deborah Jones: we get caught up thinking that we know the answer and no, and we’re right. And Andy’s wrong. I think that’s what it is, you know. And I think we’re not trusting enough of Andy. That’s basically the bottom line.

608 00:56:23.280 ⇒ 00:56:32.280 April: I can attest to that in the beginning, and Shannon can both, you know, attest to it, I was like, oh, no, I don’t trust. Andy. Andy is not my friend, but.

609 00:56:32.280 ⇒ 00:56:33.430 JanieceGarcia: That in our feedback thing.

610 00:56:33.430 ⇒ 00:56:38.899 April: Yeah, I was like, I don’t trust him. He’s not our friend. He’s not helpful. But

611 00:56:39.120 ⇒ 00:56:45.950 April: since then, and actually working with him, you know, I’ve kind of just put it into perspective of understanding.

612 00:56:46.370 ⇒ 00:56:55.120 April: Andy’s a child, you know. You have that 2 year old. You have to teach that 2 year old not to touch that socket. They’re not gonna know if you don’t continue to tell them.

613 00:56:55.120 ⇒ 00:56:56.359 Deborah Jones: Love, that.

614 00:56:56.360 ⇒ 00:56:56.730 April: You know.

615 00:56:56.730 ⇒ 00:57:14.350 ShannonMartinez: It’s a good analogy, and Janice can attest to this in the call center. I am y’all’s voice, and I do represent the feedback that everybody gives us. But I am going to be so proud to go back and report. You know how those that the feedback that we’ve gotten about where we started

616 00:57:14.430 ⇒ 00:57:39.200 ShannonMartinez: and how how we’re doing and where we’re going is all positive and uplifting. And I knew this was going to be a great session. Because not all feedback, we know is, you know, you know, rainbows and and glitter right? But at the same time this is how we put the work in this is how we get to where we want to be, and I appreciate you all so much. I knew this was going to be a a great great meeting.

617 00:57:39.940 ⇒ 00:57:40.880 Deborah Jones: Correct.

618 00:57:40.880 ⇒ 00:57:41.670 JanieceGarcia: I did have.

619 00:57:41.670 ⇒ 00:57:42.250 Deborah Jones: Andy.

620 00:57:42.540 ⇒ 00:58:03.249 JanieceGarcia: Yes, and I did have other transcripts, I will say April. I pulled a cancellation one from you as well. So I definitely do think the cancellation save tactics. And what has come up from? Yvette working with Shannon and Dms, that

621 00:58:03.520 ⇒ 00:58:09.530 JanieceGarcia: Andy would be perfect. Just remember, you guys, you guys have got to ask Andy everything.

622 00:58:11.370 ⇒ 00:58:32.110 JanieceGarcia: I’ve even can go back and say I’ve gone through, and somebody will ask me a question. I’m like guys, have you? Asked Andy, they’ll see. Well, this is what was sent, or this is what you know. I almost. And I actually almost did it. Today. Somebody was requesting a sheet. And I’m like, Oh, yeah, I’m just gonna go. No. Did you ask, Andy, because everything is in there anymore, I should not see

623 00:58:32.240 ⇒ 00:58:40.809 JanieceGarcia: sheet request, or, you know, having people that are wanting to open up our older sheets because none of that is being updated anymore.

624 00:58:41.080 ⇒ 00:58:41.590 ShannonMartinez: Yeah.

625 00:58:41.590 ⇒ 00:58:49.270 ShannonMartinez: it’s important to know that if something were to change and get updated, it’s not going to be reflected on the drive.

626 00:58:49.490 ⇒ 00:58:50.380 ShannonMartinez: It’s not

627 00:58:50.500 ⇒ 00:59:03.040 ShannonMartinez: everything that has been migrated to the central dock, and the drive is going away. I know we’ve been talking about it for a while, so as a reminder. The central dock is the anti Bible.

628 00:59:03.040 ⇒ 00:59:07.820 JanieceGarcia: So if you guys are using the drive, any of those sheets, it’s probably not the right

629 00:59:08.200 ⇒ 00:59:26.189 JanieceGarcia: answers anymore. And that’s even down to the inspector sheet, because the inspector sheet is now integrated into Andy. So, and that is the one that Amber and I update with any changes that come through is through Andy so.

630 00:59:26.360 ⇒ 00:59:39.039 ShannonMartinez: While we’re in this session. One of the things that I put in the Andy update chats. If so, monthly, we’ll have to update the power offers in the Doc central Doc. If you can put that on as a tentative

631 00:59:39.180 ⇒ 00:59:39.690 ShannonMartinez: to do.

632 00:59:39.690 ⇒ 00:59:40.370 April: Okay.

633 00:59:41.080 ⇒ 00:59:44.510 ShannonMartinez: We just got the paylocity notification for.

634 00:59:45.130 ⇒ 00:59:45.860 Amber Lin: Yay!

635 00:59:45.860 ⇒ 00:59:50.110 ShannonMartinez: Well, when I looked this morning, after I got the notification, it still showed the old one.

636 00:59:50.110 ⇒ 00:59:56.390 JanieceGarcia: I watched it today I have one that I gotta ask amber so amber. If you have a few minutes, I do need to ask.

637 00:59:56.390 ⇒ 01:00:00.739 Amber Lin: We can stay, we can stay over to look at. Look at these things. Thank you.

638 01:00:00.740 ⇒ 01:00:02.210 Amber Lin: It is updated now.

639 01:00:02.580 ⇒ 01:00:03.750 ShannonMartinez: Oh, cool! Thank you so much.

640 01:00:03.750 ⇒ 01:00:04.600 JanieceGarcia: You’re welcome.

641 01:00:04.820 ⇒ 01:00:05.650 Martha Rubio: Okay.

642 01:00:05.730 ⇒ 01:00:23.910 Martha Rubio: So Shannon, on this one, I just send a question to Andy. How do we get evolved to drop an order for the Gpc. Annual services, and I’m being told that on the service tab to click the green plus sign and then click plus service program.

643 01:00:24.340 ⇒ 01:00:25.620 Martha Rubio: Is that accurate.

644 01:00:26.000 ⇒ 01:00:27.660 ShannonMartinez: Plus Service program.

645 01:00:28.760 ⇒ 01:00:29.510 JanieceGarcia: I think it’s the.

646 01:00:29.510 ⇒ 01:00:33.580 JanieceGarcia: It was a question that I had this morning, and I asked Kenny about it, because I’ve never seen this account.

647 01:00:33.580 ⇒ 01:00:33.899 Martha Rubio: It is.

648 01:00:34.810 ⇒ 01:00:42.409 JanieceGarcia: So when you go to the service tab and you click the green plus sign, it says it’s a plus service slash program. Yes.

649 01:00:42.410 ⇒ 01:00:43.930 Martha Rubio: So we didn’t enter it as a hold.

650 01:00:43.930 ⇒ 01:00:49.439 ShannonMartinez: Oh, it’s talking about the icon for the maybe we should.

651 01:00:50.850 ⇒ 01:00:58.960 JanieceGarcia: Well, what did you just ask it, though, cause you just ask it. How do I drop? How do I go on to evolve and and drop a a service.

652 01:01:00.010 ⇒ 01:01:05.990 Martha Rubio: An annual service. How do we get evolved to drop an order for the Gpc. Annual service?

653 01:01:06.820 ⇒ 01:01:09.209 Martha Rubio: Those are the ones that are.

654 01:01:09.210 ⇒ 01:01:10.650 ShannonMartinez: Billing only program.

655 01:01:11.300 ⇒ 01:01:12.349 Martha Rubio: It’s a bill. Count.

656 01:01:13.090 ⇒ 01:01:15.970 ShannonMartinez: Does it have an event to it, or is it a building only program.

657 01:01:15.970 ⇒ 01:01:19.929 Martha Rubio: It’s a program, but it doesn’t have an event. It didn’t drop any orders for this year.

658 01:01:20.400 ⇒ 01:01:24.942 Martha Rubio: I schedule it as a halt, per Kenny, because we didn’t. Both of us didn’t know how to do it.

659 01:01:25.170 ⇒ 01:01:25.500 April: And.

660 01:01:25.500 ⇒ 01:01:29.090 Martha Rubio: So the annual rest pass. Yes, Kenny was talking about.

661 01:01:30.920 ⇒ 01:01:34.500 JanieceGarcia: That would need to definitely be a hold. That would be something that’s.

662 01:01:34.500 ⇒ 01:01:35.559 Martha Rubio: It’s a hold ride.

663 01:01:35.560 ⇒ 01:01:36.220 JanieceGarcia: Special. Yeah.

664 01:01:36.220 ⇒ 01:01:38.140 ShannonMartinez: Yeah, I would create a hold. Yeah.

665 01:01:38.140 ⇒ 01:01:41.370 Martha Rubio: Yeah. Andy’s saying, Plus service slash program.

666 01:01:41.750 ⇒ 01:01:46.679 JanieceGarcia: But it is. You’re clicking on that. And then you’re choosing the hold as the service program.

667 01:01:46.680 ⇒ 01:01:48.529 JanieceGarcia: Okay, it’s exactly like that. Yeah.

668 01:01:48.530 ⇒ 01:01:49.929 ShannonMartinez: Okay, click the service code.

669 01:01:49.930 ⇒ 01:01:52.129 ShannonMartinez: Does it tell you to do a hold, or does it tell you to do.

670 01:01:52.130 ⇒ 01:01:52.550 Martha Rubio: It doesn’t.

671 01:01:52.550 ⇒ 01:01:53.070 ShannonMartinez: Section.

672 01:01:53.070 ⇒ 01:01:56.490 Martha Rubio: It just says to choose the Correct Service Code.

673 01:01:56.880 ⇒ 01:01:57.989 JanieceGarcia: Yes, which would be a.

674 01:01:57.990 ⇒ 01:01:59.120 Martha Rubio: So that will be the hold.

675 01:01:59.390 ⇒ 01:02:04.321 ShannonMartinez: Cool, correct service code. So we’ll need to update that when it comes to

676 01:02:06.910 ⇒ 01:02:08.169 Amber Lin: But yes, that’s exactly what.

677 01:02:08.170 ⇒ 01:02:11.899 Amber Lin: So for dropping the.

678 01:02:13.200 ⇒ 01:02:13.680 ShannonMartinez: Says.

679 01:02:13.680 ⇒ 01:02:14.340 Amber Lin: Okay.

680 01:02:14.340 ⇒ 01:02:16.640 ShannonMartinez: It says correct service code.

681 01:02:17.290 ⇒ 01:02:22.570 ShannonMartinez: But we need to get a little bit more granular on that.

682 01:02:22.700 ⇒ 01:02:23.519 Amber Lin: On? What?

683 01:02:23.520 ⇒ 01:02:24.560 ShannonMartinez: Correct meats,

684 01:02:25.080 ⇒ 01:02:29.039 Amber Lin: Okay, okay, sounds good. We can add one

685 01:02:29.970 ⇒ 01:02:33.200 Amber Lin: right now, it’s under production order, right?

686 01:02:33.200 ⇒ 01:02:33.920 ShannonMartinez: Let me look!

687 01:02:33.920 ⇒ 01:02:44.340 JanieceGarcia: No, this is, gonna be, see. And that’s where we have to be careful. Because this is this is one of those specialty one. It’s customers that we don’t have, but maybe a handful of amber.

688 01:02:45.290 ⇒ 01:02:48.269 April: Right that still have, like their grandfathered in.

689 01:02:48.270 ⇒ 01:02:57.860 JanieceGarcia: Yes, it’s not a production order, and it’s not scheduling a brand new service. That’s why it’s not coming up, showing as the Correct Service order.

690 01:02:57.860 ⇒ 01:03:07.190 ShannonMartinez: Should I put on our training? On the the list that I have? Should I put that on there, create an sop for the rodent. It was a

691 01:03:07.650 ⇒ 01:03:08.140 ShannonMartinez: tell me.

692 01:03:08.140 ⇒ 01:03:09.500 JanieceGarcia: The specific program.

693 01:03:09.500 ⇒ 01:03:10.080 ShannonMartinez: Coat.

694 01:03:10.520 ⇒ 01:03:11.360 Martha Rubio: It was an annual.

695 01:03:11.360 ⇒ 01:03:12.690 April: Control Annual.

696 01:03:12.950 ⇒ 01:03:14.160 ShannonMartinez: Central annual. Okay? Got it?

697 01:03:14.160 ⇒ 01:03:14.730 JanieceGarcia: Okay.

698 01:03:14.730 ⇒ 01:03:15.699 ShannonMartinez: I’ll update my sheet.

699 01:03:15.700 ⇒ 01:03:16.580 JanieceGarcia: Are different.

700 01:03:16.790 ⇒ 01:03:27.310 JanieceGarcia: Yeah. So don’t don’t update anything on your end. Amber, because we’re gonna have to create something new for those. And there’s only there’s a couple of different things that we could

701 01:03:28.200 ⇒ 01:03:30.529 JanieceGarcia: use that same sop for.

702 01:03:30.530 ⇒ 01:03:33.780 Amber Lin: Yeah, okay. Sounds good. As long as you have that noted down.

703 01:03:33.780 ⇒ 01:03:34.100 JanieceGarcia: Yep.

704 01:03:34.730 ⇒ 01:03:35.750 Amber Lin: Okay. Okay.

705 01:03:35.750 ⇒ 01:03:38.639 JanieceGarcia: And I are going to start our our sessions again. So.

706 01:03:38.640 ⇒ 01:03:43.180 Amber Lin: Alright, that’s awesome. Thank you all. I’m gonna stay behind with Janice for just a few moments.

707 01:03:43.180 ⇒ 01:03:44.620 ShannonMartinez: Thank you so much.

708 01:03:44.620 ⇒ 01:03:45.310 Deborah Jones: Bye.

709 01:03:45.810 ⇒ 01:03:46.400 Amber Lin: I just wait.

710 01:03:46.400 ⇒ 01:03:50.240 Deborah Jones: We just gotta learn us older people just have to learn to embrace Andy.

711 01:03:50.240 ⇒ 01:03:51.240 JanieceGarcia: Yes, you do.

712 01:03:51.240 ⇒ 01:03:52.809 Deborah Jones: Get what it is, and trust in.

713 01:03:52.810 ⇒ 01:03:54.560 Deborah Jones: Ask Annie for everything.

714 01:03:54.950 ⇒ 01:03:55.340 ShannonMartinez: Alright!

715 01:03:55.340 ⇒ 01:03:56.849 JanieceGarcia: Alright! Bye, guys!

716 01:03:56.850 ⇒ 01:03:58.030 Amber Lin: Goodbye!

717 01:03:58.030 ⇒ 01:03:59.549 Deborah Jones: You guys have a good one.

718 01:03:59.790 ⇒ 01:04:00.550 JanieceGarcia: You too.

719 01:04:00.550 ⇒ 01:04:01.580 Deborah Jones: Appreciate it.

720 01:04:03.154 ⇒ 01:04:04.059 April: And

721 01:04:08.360 ⇒ 01:04:09.950 April: stop video.

722 01:04:10.960 ⇒ 01:04:12.439 April: Leave there we go. Okay.

723 01:04:16.920 ⇒ 01:04:17.990 Amber Lin: Alright!

724 01:04:18.330 ⇒ 01:04:20.110 JanieceGarcia: I think Deborah’s just frozen.

725 01:04:20.110 ⇒ 01:04:20.880 Amber Lin: There you go!

726 01:04:21.150 ⇒ 01:04:22.770 JanieceGarcia: There she goes!

727 01:04:23.610 ⇒ 01:04:24.660 Amber Lin: Okay.

728 01:04:25.750 ⇒ 01:04:27.489 JanieceGarcia: So what do you think about that one amber.

729 01:04:27.918 ⇒ 01:04:33.809 Amber Lin: It was productive. They do talk a lot. So I think, do you think we got a little bit derailed? But it’s really nice that we can

730 01:04:33.980 ⇒ 01:04:58.909 Amber Lin: understand why they’re not using it. Especially with Martha. So I think it’s really important that we have that meeting. I do realize that we still need to have. We need to look at the feedbacks more often. I want to ask you how you want to do this, because my time is a little bit crunched now that we have mechanical because there’s a lot of stuff on that end that I’m I’m starting.

731 01:04:58.910 ⇒ 01:04:59.370 JanieceGarcia: So.

732 01:04:59.370 ⇒ 01:05:04.879 Amber Lin: I don’t really have time to like have a 2 working sessions.

733 01:05:04.880 ⇒ 01:05:06.500 JanieceGarcia: I think, with

734 01:05:07.430 ⇒ 01:05:13.240 JanieceGarcia: I think, with Shannon and I nailing down ours and finishing that

735 01:05:13.420 ⇒ 01:05:15.959 JanieceGarcia: we’re going to be able to go through the feedback.

736 01:05:16.310 ⇒ 01:05:16.910 Amber Lin: Okay.

737 01:05:16.910 ⇒ 01:05:32.150 JanieceGarcia: And then, just if we need your assistance, because what we’re gonna do is we’re gonna go ahead and take those sessions that we have already booked out on Monday, those sessions. We’re gonna turn them into a 2 h session with just Shannon and I but I do have to keep Shannon

738 01:05:33.273 ⇒ 01:05:34.320 JanieceGarcia: on track.

739 01:05:36.250 ⇒ 01:05:41.639 JanieceGarcia: So her and I are gonna be able to really get through. I think that list.

740 01:05:41.850 ⇒ 01:05:42.960 Amber Lin: Okay.

741 01:05:43.730 ⇒ 01:05:49.710 JanieceGarcia: Cause I wanna definitely put anything and everything in there amber. I just don’t want it to be.

742 01:05:50.840 ⇒ 01:05:55.240 JanieceGarcia: We’ve always talked about simple right? And that’s what I’m worried. A little bit of

743 01:05:55.560 ⇒ 01:05:58.070 JanieceGarcia: that happens is that we’re going

744 01:05:58.570 ⇒ 01:06:01.280 JanieceGarcia: too deep in the weeds of it.

745 01:06:01.590 ⇒ 01:06:25.903 Amber Lin: I see I see. I I totally understand, I think, for that case. Now that we have these main, these main sections right? I think these are the core things. We can make a section called special situations, just like what you what we just talked about. We can put them in special situations.

746 01:06:26.570 ⇒ 01:06:39.315 Amber Lin: like the annual program there. Only a few remaining customers where anything very, very specific will make it under this section, so that it doesn’t bulk up the main things that people need to look at.

747 01:06:39.670 ⇒ 01:06:40.220 JanieceGarcia: Okay.

748 01:06:40.400 ⇒ 01:06:57.939 Amber Lin: And I think whenever you add something new, you can always add me or in the Central Doc, and I can like maybe every week I’ll go into and see. Oh, okay, maybe this can get put under there, and we can consolidate this so we can keep this document clean and short.

749 01:06:58.300 ⇒ 01:06:59.579 JanieceGarcia: Perfect, and you got.

750 01:06:59.580 ⇒ 01:07:01.520 Amber Lin: Definitely do that. Yeah, terrible.

751 01:07:01.520 ⇒ 01:07:05.069 JanieceGarcia: For sure. No, I think that that’s a great plan. That’s a great idea.

752 01:07:05.540 ⇒ 01:07:05.940 Amber Lin: Okay.

753 01:07:05.940 ⇒ 01:07:24.130 JanieceGarcia: And I’ll do that, and I’ll use that because we have the On demand services and we have the Pest control annuals and those 2 right there we treat them the exact same. They’re just named 2 different things. And it’s because whenever we took over and we acquisition to other companies.

754 01:07:24.740 ⇒ 01:07:27.249 JanieceGarcia: We took on what their service codes were called at that time.

755 01:07:27.250 ⇒ 01:07:30.950 Amber Lin: Hmm! I see, I see. Can we write that down somewhere?

756 01:07:31.680 ⇒ 01:07:32.220 JanieceGarcia: That.

757 01:07:32.220 ⇒ 01:07:34.700 Amber Lin: Abbreviations that it’s the same thing.

758 01:07:35.280 ⇒ 01:07:38.069 JanieceGarcia: The yeah, we definitely can. So.

759 01:07:38.070 ⇒ 01:07:39.460 Amber Lin: On demand.

760 01:07:40.270 ⇒ 01:07:41.380 Amber Lin: And.

761 01:07:42.010 ⇒ 01:07:44.890 JanieceGarcia: And Gpc.

762 01:07:46.810 ⇒ 01:07:50.830 JanieceGarcia: Annual are the same.

763 01:07:52.930 ⇒ 01:07:57.350 Amber Lin: Same service actually, probably need to

764 01:08:00.300 ⇒ 01:08:02.639 JanieceGarcia: Are treated. Can you put, are treated? The thing.

765 01:08:02.640 ⇒ 01:08:11.040 Amber Lin: Oh, I see our treated the same. Okay, that’s good. I’ll keep an abbreviations.

766 01:08:11.170 ⇒ 01:08:11.840 JanieceGarcia: Okay?

767 01:08:12.950 ⇒ 01:08:19.909 JanieceGarcia: Because then that’s what I’m gonna put and you, if you want to go ahead and put it under that special specialty or.

768 01:08:21.723 ⇒ 01:08:29.120 JanieceGarcia: That’s where I’m gonna have on how I’m gonna have it, because they only

769 01:08:29.229 ⇒ 01:08:33.539 JanieceGarcia: yeah, I don’t want to go too granular in with you, and but I can

770 01:08:33.910 ⇒ 01:08:35.740 JanieceGarcia: at last. I won’t have it. There.

771 01:08:35.740 ⇒ 01:08:36.909 Amber Lin: Title. Would that be.

772 01:08:37.359 ⇒ 01:08:44.139 JanieceGarcia: The on annual pest control and on demand pest control.

773 01:08:45.850 ⇒ 01:08:48.830 Amber Lin: Oh, sorry. I mean the situation that you were. Gonna add

774 01:08:49.680 ⇒ 01:08:51.889 Amber Lin: the sop that you said you were gonna.

775 01:08:51.899 ⇒ 01:09:10.359 JanieceGarcia: Oh, it’s it’s for those. But it’s scheduling their yearly treatment for on demand and annual, yep.

776 01:09:10.910 ⇒ 01:09:11.810 JanieceGarcia: perfect.

777 01:09:13.830 ⇒ 01:09:16.039 Amber Lin: Because they have to be done as a hold.

778 01:09:21.340 ⇒ 01:09:23.410 Amber Lin: Why is that a special situation.

779 01:09:24.439 ⇒ 01:09:42.849 JanieceGarcia: So these customers we really, I think, on demand customers. We have less than 20 now, out of all thousands of our customers. The annuals. I hardly ever see them anymore. But what they are is they are a program. And that program is sitting on the account

780 01:09:43.480 ⇒ 01:09:57.900 JanieceGarcia: and because they are grandfathered in that program should automatically, when the yearly, when the year ends and it renews, it should automatically drop a service for us to do.

781 01:09:57.900 ⇒ 01:10:03.859 Amber Lin: I see under the pest specific processes.

782 01:10:03.860 ⇒ 01:10:04.350 JanieceGarcia: Okay.

783 01:10:04.657 ⇒ 01:10:08.350 Amber Lin: We do already have something about scheduling on demand. Pest control services.

784 01:10:08.800 ⇒ 01:10:12.119 JanieceGarcia: See. And it’s the same thing. That’s why I’m that’s why

785 01:10:13.170 ⇒ 01:10:18.699 JanieceGarcia: it’s the exact same thing. So I wonder why this didn’t come out correct, because

786 01:10:19.360 ⇒ 01:10:25.339 JanieceGarcia: I thought we had it in here that they had to have. Yeah, create a hold for an additional on demand service.

787 01:10:25.590 ⇒ 01:10:28.380 Amber Lin: I don’t think it unders. Maybe it didn’t understand.

788 01:10:28.580 ⇒ 01:10:29.430 JanieceGarcia: Maybe.

789 01:10:29.430 ⇒ 01:10:33.160 Amber Lin: Or but

790 01:10:56.850 ⇒ 01:10:58.350 Amber Lin: perfect. Well, we already have that.

791 01:11:00.100 ⇒ 01:11:00.715 JanieceGarcia: Annual,

792 01:11:01.980 ⇒ 01:11:02.680 Amber Lin: There it is!

793 01:11:02.680 ⇒ 01:11:09.980 JanieceGarcia: Because what it’s doing is it’s dropping the programs, dropping the billing portion, but it never wants to drop the actual

794 01:11:10.480 ⇒ 01:11:11.580 JanieceGarcia: service itself.

795 01:11:12.410 ⇒ 01:11:16.369 Amber Lin: Hmm! Is that in the is that in it somewhere.

796 01:11:19.196 ⇒ 01:11:20.163 JanieceGarcia: No

797 01:11:21.810 ⇒ 01:11:27.739 JanieceGarcia: because they can, if they have a service, and they haven’t used that they can actually. And they haven’t.

798 01:11:28.280 ⇒ 01:11:35.220 JanieceGarcia: The billing service has not gone through. So say the billing was due. August first.st Okay.

799 01:11:36.590 ⇒ 01:11:41.760 JanieceGarcia: If the customer calls in and says, I want to go ahead and schedule my

800 01:11:41.910 ⇒ 01:11:44.389 JanieceGarcia: on demand or my annual pest control.

801 01:11:45.315 ⇒ 01:11:55.100 JanieceGarcia: then that billing, they can open it up and change from a billing check to the actual technician.

802 01:11:58.540 ⇒ 01:12:00.459 JanieceGarcia: and then they wouldn’t have to do the hold.

803 01:12:00.680 ⇒ 01:12:09.510 JanieceGarcia: But what Martha was explaining is not all of those programs drop that service. So at that point we have to create a hold.

804 01:12:11.210 ⇒ 01:12:13.150 JanieceGarcia: or if they need a new one.

805 01:12:13.810 ⇒ 01:12:18.759 Amber Lin: I see. Do you need to update anything here? I can add you here. So

806 01:12:19.690 ⇒ 01:12:21.740 Amber Lin: if you need to adjust anything.

807 01:12:22.870 ⇒ 01:12:24.610 JanieceGarcia: No, you no.

808 01:12:25.100 ⇒ 01:12:25.790 Amber Lin: Okay.

809 01:12:26.160 ⇒ 01:12:27.320 JanieceGarcia: We have it. We’re good.

810 01:12:27.480 ⇒ 01:12:35.200 Amber Lin: I mean, I think it’s because she asked for the annual she didn’t ask for on demand, but Andy didn’t know we treated them the same.

811 01:12:36.110 ⇒ 01:12:36.960 Amber Lin: So that didn’t.

812 01:12:36.960 ⇒ 01:12:37.540 JanieceGarcia: You’re right.

813 01:12:37.710 ⇒ 01:12:41.659 Amber Lin: Yeah, this is the answer it gave me when I asked for on demand.

814 01:12:42.120 ⇒ 01:12:43.000 JanieceGarcia: Perfect. Yeah.

815 01:12:43.000 ⇒ 01:12:43.680 Amber Lin: Okay.

816 01:12:44.550 ⇒ 01:12:54.930 Amber Lin: Sounds good. Let me know how I can help you on the feedback sheet. I know it’s a little bit hard to navigate when you start the session. Maybe I can help

817 01:12:55.230 ⇒ 01:13:06.040 Amber Lin: look at what needs to be updated. But hopefully, by now, you guys have like looked at that that sheet often enough.

818 01:13:06.040 ⇒ 01:13:09.640 JanieceGarcia: I’ve you can clear my filters. I had filters on there, too.

819 01:13:09.810 ⇒ 01:13:14.820 Amber Lin: Oh, okay, no, no worries. It’s it’s all right. And

820 01:13:16.210 ⇒ 01:13:19.760 Amber Lin: yeah, I think that’s that’s that’s that’s all.

821 01:13:20.160 ⇒ 01:13:24.979 JanieceGarcia: Okay, the only other thing. So the oh, by the way, power offers.

822 01:13:25.510 ⇒ 01:13:34.650 JanieceGarcia: So we have everything in there except Handyman. So how can I add a line to this without messing it up? Because it looks so pretty.

823 01:13:36.477 ⇒ 01:13:38.570 Amber Lin: You mean for.

824 01:13:38.760 ⇒ 01:13:40.340 JanieceGarcia: No! The oh, by the ways!

825 01:13:40.540 ⇒ 01:13:41.950 Amber Lin: Oh! And the spreadsheet.

826 01:13:43.310 ⇒ 01:13:43.790 Amber Lin: A hub.

827 01:13:43.790 ⇒ 01:13:45.560 JanieceGarcia: What pops up and what doesn’t.

828 01:13:45.560 ⇒ 01:13:50.060 Amber Lin: So you can click. So right here if you click on. Actually.

829 01:13:50.560 ⇒ 01:13:54.230 Amber Lin: if I think if you just type in one, add it.

830 01:13:54.230 ⇒ 01:13:59.348 JanieceGarcia: It’ll automatically do it. Okay, that’s what I was worried about. And then just copy and paste

831 01:13:59.650 ⇒ 01:14:00.510 Amber Lin: I really need it.

832 01:14:00.510 ⇒ 01:14:02.039 JanieceGarcia: And yeah, yeah, okay.

833 01:14:02.040 ⇒ 01:14:04.499 Amber Lin: Definitely, I’ll turn this into a dropdown.

834 01:14:04.730 ⇒ 01:14:05.620 Amber Lin: Okay.

835 01:14:05.620 ⇒ 01:14:07.329 JanieceGarcia: Oh, yes, thank you.

836 01:14:08.410 ⇒ 01:14:10.120 Amber Lin: Yeah, I think that will be nicer.

837 01:14:11.270 ⇒ 01:14:16.690 JanieceGarcia: Much better. Okay, perfect. Then I’ll just go fill these in with what we have.

838 01:14:16.960 ⇒ 01:14:18.900 JanieceGarcia: because it’s home improvement services.

839 01:14:19.290 ⇒ 01:14:20.250 Amber Lin: Yeah. Awesome.

840 01:14:21.190 ⇒ 01:14:30.230 JanieceGarcia: Cold beans. That’s all I need. I’m excited for the for the mechanical. Will I end up getting rights to mechanical when you guys open up.

841 01:14:30.230 ⇒ 01:14:41.500 Amber Lin: Oh, total, totally. Yeah. I think Michael’s running into the same problem. There’s a lot of new stuff. And they’re like, Oh, this doesn’t show that doesn’t show. So they’re they’re experiencing that right now.

842 01:14:41.650 ⇒ 01:14:52.830 Amber Lin: So it’s like, Oh, I tried this, that Andy didn’t have the answer that I tried that, and he didn’t have the answers like I checked the Central Docs not there. So like I know why Andy didn’t have the answer.

843 01:14:53.110 ⇒ 01:14:53.830 JanieceGarcia: Hmm.

844 01:14:53.830 ⇒ 01:14:54.150 Amber Lin: So.

845 01:14:54.150 ⇒ 01:14:54.620 JanieceGarcia: Okay.

846 01:14:54.620 ⇒ 01:14:57.450 Amber Lin: Of. They’ll they’ll get used to the process as well.

847 01:14:57.670 ⇒ 01:15:00.170 JanieceGarcia: Okay, okay, perfect, awesome.

848 01:15:00.430 ⇒ 01:15:06.280 JanieceGarcia: Sounds good. Well, thank you so much amber as always. And I’ll see you tomorrow.

849 01:15:06.580 ⇒ 01:15:08.060 Amber Lin: Yeah, I’ll see you tomorrow.

850 01:15:08.060 ⇒ 01:15:10.160 JanieceGarcia: Okay. Sounds good. Alright, bye.

851 01:15:10.160 ⇒ 01:15:10.690 Amber Lin: Bye.